1. Customer Data, which primarily includes the detail about their customer demographic, purchase history, and even customer satisfaction and feedback. 
2. Marketing Matrix from website traffic to social media engagement, campaign outreach, and ROI. 
3. Sales and Revenue Data, along with total sales, data on revenue by product or service. 
4. Employee Performance, including individual's  performance, productivity, efficiency of training programs, employee satisfaction, and so on. 

Importance of measuring business data

1. Improving daily operations
2. Maintaining continuity of various business operations.
3. Identifying bottlenecks
4. Troubleshooting potential flaws in the process

Availability

Permission Required
Admins can enable Zia for the organization and users with the permission to access Reports and Dashboards can access Zia Dashboard.
Check Feature Availability and Limits

Zia Dashboards

Admins can enable Zia for the organization, or for a particular department where they want to monitor and analyze business performance. Zia displays two dashboards:

1. Predictions
   
2. Field predictions
   

To configure Zia

1. Navigate to Set up page > Zia. 
2. Toggle Zia option on top, to enable Zia.
   

To access Zia Dashboard

1. Navigate to the Analytics module.
2. On the left panel, under Dashboards, click Zia Dashboard. 
   

Prediction Dashboard

The Prediction dashboard provides a visual representation of the current trends. The dashboard displays the following components: 

1. Trends Vs Incoming Responses or Outgoing Responses 
2. Trending Auto Tags
3. Sentiment Analysis
4. Sentiment Trend Analysis
   

Trends Vs incoming or outgoing responses

 Zia analyzes the  ticket traffic for  the last 30 days and predicts the trend for current day. When there is a surge or dip in the predicted pattern, it marks it as an anomaly and notifies the assigned agent via Zia Notification Center

The line graph displays the time versus the number of responses in the x and y axis respectively. 

1. The yellow line shows the predicted trend as observed for the last 30 days.
   

Zia Notifications 

Zia monitors your incoming and outgoing ticket responses and proactively notifies you of anomalies such as sudden sure or dip in the pattern. When an anomaly is detected, the notification panel at the bottom of the screen will be highlighted with a red button like icon. The notification also displays the 

1. Anomalies display the surge or dip in the incoming and outgoing responses.
   
2. Alerts display the training status of the Answer bot. 
   
   

Note: The Zia notifications will be available for 15 days from the time anomaly is predicted. After this period it will be removed.

1. Click the Setup > Zia > Intelligence.
2. On the Intelligence page, do the following:
1. Select the department for which you want to enable notifications from the top of the page.
2. Toggle Zia Notifications.
3. Under Choose the profile/agent you want to send the notifications select Agents, Teams, Roles, or Roles and Subordinates.
   
3. Click Save.
   
   

Trending auto tags

1. Size of the text indicates the number of occurrences of each tag. 
2. Colors are used for distinction. 
3. When you hover over each tag, it will also show the number of tickets associated with that tag, as well as the sentiments associated with tickets. 

Sentiment analysis 

Sentiment analysis and sentiment trend analysis does not use the Insights (Setup > Zia > Generative AI > Insights) to generate these dashboards.

Desk’s native sentiment analysis (accessible via Setup > Zia > Intelligence > Sentiment Analysis) evaluates the sentiment of the most recent incoming thread. The sentiment is classified as Positive, Neutral, or Negative, and is determined using key phrases within the ticket. For example:

1. "Great service" → Positive
2. "Poor product" → Negative
3. "Payment failed" → Negative

These thread level keywords are displayed within the ticket and can also be leveraged in workflows to automate responses or trigger specific actions, making it easier to prioritize and address customer concerns effectively.

Having insight into each customer response gives agents an advantage in handling tickets on a case-by-case basis. Zia’s sentiment analysis evaluates the tone of incoming responses in the past 24 hours, categorizing them as positive, neutral, or negative.

For example, a sudden surge in tickets with negative sentiment after introduction of new pricing plan can indicate dissatisfaction and businesses can prepare a contingency plan by offering a limited time discount on the new plan to retain customers.

Sentiment trend analysis

Sentiment trend analysis displays the sentiment of responses in a bar graph format. This detailed view shows sentiment analysis on an hourly basis for the past 24 hours and on a daily basis. 

Having access to insight of both hourly and day-wise breakdown of sentiment analysis helps the team identify patterns and rework on resource distribution and support strategy accordingly. 

For example, during a promotional sale, the team notices an increase in negative sentiment related to time of delivery. 

The customer service manager can resolve it by identifying the peak hours and increasing the number of field agents to reduce delivery time. They also monitor the sentiments in real time to gauge the effectiveness of their plans.

Note: Sentiment analysis provides an overview for the past 24 hours, while sentiment trend analysis gives hourly data.

Field prediction dashboard

Incoming vs. Predicted response

Incoming vs. Missed predicted responses

All predicted responses vs. Overridden responses

1. Navigate to the Analytics module.
2. In the left panel, under Dashboards, click Zia Dashboard. 
3. Click Field Predictions Dashboard.