In Explore, datasets gives you access to your product data. Each dataset contains metrics and attributes that can be used to query your data. Before you create a query, you'll need to choose the dataset that gives access to the information you want. Typically, you select the default dataset that contains data for your product, for example, Support or Talk. However, you can also create copies of these datasets for testing (for example, if you want to test custom metrics or need to apply specific security permissions).
Available datasets
The following datasets are currently available in Explore:
Support datasets
The following datasets can be used to produce reports based on your tickets, and support data:
- Tickets: Report key ticket metrics like number of tickets, ticket activity, and ticket type.
- SLAs: Report about your Service Level Agreement (SLA) performance.
- Backlog history: Report about your unsolved tickets at the end of a given date.
- Ticket updates: Report all updates made to tickets during their lifetime.
Talk datasets
The following datasets can be used to produce reports based on your usage of Talk:
- Calls: Report about your call center and agent activity.
Guide datasets
The following datasets can be used to produce reports based on your usage of Guide:
- Answer Bot: Reports about the effectiveness of your Answer Bot use.
- Knowledge Capture: Reports to help you understand the efficiency of selecting articles to deflect support tickets.
Chat datasets
The following datasets can be used to produce reports based on your usage of Chat:
- Chat Engagement: Reports about your customer engagement using Chat.
Choosing a dataset
To access you business information, you must choose a dataset. To help you understand the information you can report about from each dataset. You can choose the dataset you want to use before you create queries, or while you create a query.
Choosing a dataset before you create a query
To choose a dataset from the datasets library
- In Explore, click the Datasets icon (
). - On the Datasets library page, select the product dataset you want to use. The pre-built, original dataset names display the status Default, and should be used whenever possible.
- The page for the dataset you chose opens. From here, you can select an existing query or create a new query.
Choosing a dataset when you create a query
To choose a dataset while you create a query
- In Explore, click the Queries icon (
). - In the Queries library, click New query.
- On the Choose a dataset page, choose the product you want to produce reports for.
- Next, choose the dataset type. For example, Support contains four datasets for tickets, SLAs, updates, and backlog history.
- Finally, from the list of datasets, choose the dataset you want to connect to, then click New query.
- Query builder opens using the dataset you chose. You can now begin to create your query.
Creating a new dataset
In some circumstances, you might want to create your own dataset, for example, if you want to experiment with the data structure, or practice working with custom formulas. If you create your own dataset, formulas and queries from the original dataset will not be available. For most purposes, choose from one of the built-in datasets.
To create and connect to a new dataset
- Click the Datasets icon ().
- In the Datasets library, click New dataset.
- On the Select a source page, choose the product you want to create reports for.
- On the Select a dataset page, enter a name for your new dataset, and then choose the source data that you want to query, for example, Tickets.
- Click Done.
- Query builder opens using the dataset you chose. You can now begin to create your query.
More dataset operations
Explore offers further options for managing your datasets. The available options might differ depending on the level of permission you have to the dataset. For example, you can't delete the pre-built datasets.
To access the dataset operations
- Click the Datasets icon ().
- In the Datasets library, select a dataset and then click the options menu next to it.
- From the options menu, choose one of the following:
- New query from this: Opens a new query using the selected dataset.
- Edit: Opens the dataset configuration page where you can change the name of the dataset and review the product it is using.
- Rename: Enables you to change the name of the dataset.
- Clone: Creates a copy of the selected dataset.
- Delete: Deletes the selected dataset.