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| Access | Agent |
The dataset is the first choice in any report and the one that cannot be changed later. It decides what you can ask.
What a dataset is
A prepared body of data about one thing: tickets, messaging conversations, calls, help centre activity. Each comes with its own metrics and attributes.
Why the choice is final
A report belongs to its dataset. Discovering halfway through that the field you need lives elsewhere means rebuilding, not switching.
So the first question is always: which dataset holds this?
How to choose
Ask what the thing you are counting is. Counting tickets, use the ticket dataset. Counting conversations, use messaging. Counting article views, use the help centre one.
Where the question mixes two, it is two reports.
The trap: one report, two subjects
"How many tickets came from customers who read an article first" spans two datasets and cannot be one report. That is a real limitation, not a setting you have missed.
Answer it as two reports side by side on a dashboard.
The same word means different things
"Conversations" in the messaging dataset are not tickets, and a ticket can contain several conversations. Numbers from two datasets rarely reconcile, and expecting them to is where confidence in reporting goes.
Look at what a dataset offers first
Before building, open the dataset and read the available metrics and attributes. Five minutes there saves the experience of building most of a report and finding the last piece missing.
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