Requirements for Using Zendesk AI Metrics and Attributes
What are the requirements to use Zendesk AI metrics and attributes?
To use Zendesk AI metrics and attributes, you need the Advanced AI add-on. Additionally, for custom reporting, a Zendesk Explore Professional or Enterprise plan is required. If you're on the Explore Lite plan, you can only access a subset of these metrics and attributes through prebuilt dashboards.
These metrics and attributes are part of the Generative AI agent tools dataset, which helps in creating reports based on agents' usage of AI features like summarize, expand, and tone adjustments. For more details, you can check theoriginal documentation.
More related questions
What metrics are available in the Generative AI agent tools dataset?
The Generative AI agent tools dataset offers a variety of metrics to analyze AI tool usage. These include metrics like the total number of tickets, tickets with or without AI usage, and various time-based metrics such as first assignment to…
How can I measure the impact of AI tools on ticket resolution times?
You can measure the impact of AI tools on ticket resolution times using specific metrics in the Generative AI agent tools dataset. Metrics like 'Full resolution time - AI Usage Tickets (days)' and 'Full resolution time - No AI Usage Tickets (days)'…
What attributes are included in the Generative AI agent tools dataset?
The Generative AI agent tools dataset includes several attributes that provide detailed insights into AI tool usage. Key attributes include AI usage type, agent name, ticket ID, ticket status, and ticket satisfaction rating. These attributes help…
How is AI tool usage tracked in Zendesk?
AI tool usage in Zendesk is tracked using specific metrics and attributes in the Generative AI agent tools dataset. Metrics like 'AI tool usage event id' and attributes such as 'AI usage type' and 'AI usage - Ticket ID' help in monitoring how often…
Can I exclude merged tickets from AI usage reports?
Yes, you can exclude merged tickets from AI usage reports by using specific conditions in your report formulas. Although the AI dataset does not directly support ticket tags, you can create metrics or attributes to exclude merged tickets, such as…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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