Monitoring and optimizing effective AI setup in your account

The Overview page in Admin Center provides a centralized hub to manage all Copilot features, monitor performance, and uncover opportunities to optimize workflows. If you don't already have theCopilot add-on, you can start a trial or upgrade to the full Copilot add-on from this page.


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Verified AI summary ◀▼


Access the Admin Center's Overview page to manage AI Copilot features,
monitor performance, and optimize workflows. Set up AI basics, track
feature status, and view metrics for the last 30 days to understand AI's
impact on your support operations. You can also start a trial or upgrade
to the Copilot add-on to enhance your AI capabilities.






Location: Admin Center > AI > Admin copilot >
Overview

The Overview page in Admin Center provides a centralized hub to manage all
Copilot features, monitor performance, and uncover opportunities to optimize
workflows. If you don't already have the Copilot add-on, you can start a trial
or upgrade to the full Copilot add-on from this page.
Zendesk recommends viewing this page frequently as you start to use AI to make sure
your configuration is fully implemented and working as effectively as
possible.
This article includes these sections:

Opening the Overview page
Setting up the basics
Viewing feature status
Viewing AI impact for the last 30 days



Opening the Overview page

You must be an admin to access the Overview page.
To open the Overview page


In Admin Center, click
AI in the sidebar, then select Admin copilot > Overview. The Overview page opens. This page includes separate
sections to help you set up and optimize AI features in your
account.




Upgrading to Copilot or starting a trial

If you don't have the Copilot add-on, you can buy the add-on or start a
free 30 day trial from this page.

Upgrading to Copilot or starting a trial
From the Overview page, navigate to the Get started with
Copilot section.

From here, you can:
Click Upgrade Copilot to buy the add-on.
See Buying the Copilot
add-on for more information.
Click Start trial, then Start 30-day
trial to begin your free trial.
See Starting a Copilot
trial and About the trial
upgrade for more information.








Setting up the basics


Note: You must have the Copilot add-on to set up these
features.
The basics section provides links to setup instructions for AI
Copilot features. Refer to these instructions to get started:
Introduction to AI
features
Setting up intelligent
triage intents
Adding entities
Setting up
auto-assist






Viewing feature status

Use the Feature status section to monitor which AI features are turned on in
your account. It helps you track which features you still need to
activate.

To activate a feature

Note: You must have the Copilot add-on to activate
additional features.

Click a feature in the list to open the settings page in Admin Center
that includes the feature. A help panel will show contextual
instructions on how to set up the feature.





Viewing AI impact for the last 30 days

The Metrics section shows the key metrics for Copilot features over the last
month. These metrics help you measure the feature usage and the
effectiveness of AI-assisted tickets. Metrics are updated weekly.

Activity includes:


Agents using agent copilot: The number of agents using
agent copilot features, including:
Summaries generated
Messages expanded
Make friendly
Make formal
Similar tickets
Merging suggestions
Auto-assist
Suggested first replies
Suggested macros
Quick answers from the knowledge base.

See Analyzing your Copilot
activity.


Tickets with agent copilot: The number of tickets using
agent copilot features, including:
Summaries generated
Messages expanded
Make friendly
Make formal
Similar tickets
Merging suggestions
Auto-assist
Suggested first replies
Suggested macros
Quick answers from the knowledge base.

See About agent copilot.



(Copilot add-on only) Tickets automated with intelligent
triage: The number of tickets with a trigger or automation
based on intent, sentiment, or language. See About intelligent
triage.

(Copilot add-on only) Tickets with auto assist: The
number of tickets where an auto-assist suggestion was accepted or
edited. See Using auto assist to help agents
solve tickets.



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