Monitoring and optimizing effective AI setup in your account

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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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.
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; AI &gt; Admin copilot &gt;
Overview</span>
</div>
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>, you can start a trial
or upgrade to the full Copilot add-on from this page.</p>
<p class="p">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.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_oy4_fhp_hvb">
<li class="li"><a class="xref" href="#topic_ypj_y3f_p2c">Opening the Overview page</a></li>
<li class="li"><a class="xref" href="#topic_ghc_njf_p2c">Setting up the basics</a></li>
<li class="li"><a class="xref" href="#topic_mwl_2nf_p2c">Viewing feature status</a></li>
<li class="li"><a class="xref" href="#topic_et1_4nf_p2c">Viewing AI impact for the last 30 days</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ypj_y3f_p2c">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Overview page</h2>
<div class="body">
<p class="p">You must be an admin to access the Overview page.</p>
<p class="p"><strong class="ph b">To open the Overview page</strong></p>
<ul class="ul" id="topic_ypj_y3f_p2c__ul_hbl_djf_p2c">
<li class="li" dir="ltr">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ypj_y3f_p2c__d9e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Admin copilot &gt; Overview</strong>.</span><p class="p">The Overview page opens. This page includes separate
sections to help you set up and optimize AI features in your
account. </p>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_pv5_ck3_g3c">
<h3 class="title topictitle3" id="ariaid-title3">Upgrading to Copilot or starting a trial</h3>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">Upgrading to Copilot or starting a trial</strong><ul class="ul" id="topic_pv5_ck3_g3c__ul_igm_kk3_g3c">
<li class="li">From the Overview page, navigate to the Get started with
Copilot section.<p class="p"><img class="image img-screenshot" id="topic_pv5_ck3_g3c__image_pry_m15_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_copilot_suite_usage.png" width="400"></p>
</li>
<li class="li">From here, you can:<ul class="ul" id="topic_pv5_ck3_g3c__ul_erf_dt3_g3c">
<li class="li">Click <strong class="ph b">Upgrade Copilot</strong> to buy the add-on.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Buying the Copilot
add-on</a> for more information.</li>
<li class="li">Click <strong class="ph b">Start trial</strong>, then <strong class="ph b">Start 30-day
trial</strong> to begin your free trial. <p class="p"><img class="image img-screenshot" id="topic_pv5_ck3_g3c__image_nzr_k53_g3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_copilot_start_trial.png" width="600"></p>
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8725350285978#topic_twt_zcd_f2c" target="_blank">Starting a Copilot
trial</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4726042295194#topic_exj_m1c_34b" target="_blank">About the trial
upgrade</a> for more information.</li>
</ul>
</li>
</ul>
</div>
</div>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ghc_njf_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Setting up the basics</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> You must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a> to set up these
features.</div>
<div class="p" dir="ltr">The basics section provides links to setup instructions for AI
Copilot features. Refer to these instructions to get started:<ul class="ul" id="topic_ghc_njf_p2c__ul_dvk_tjf_p2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Introduction to AI
features</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8903424797722" target="_blank">Setting up intelligent
triage intents</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8945765565594" target="_blank">Adding entities</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8984493142810" target="_blank">Setting up
auto-assist</a></li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_ghc_njf_p2c__image_j5s_jkf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_cards3.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mwl_2nf_p2c">
<h2 class="title topictitle2" id="ariaid-title5">Viewing feature status</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_mwl_2nf_p2c__image_akf_hnf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_features3.png" width="600"></p>
<p class="p"><strong class="ph b">To activate a feature</strong></p>
<div class="note note">
<span class="notetitle">Note:</span> You must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a> to activate
additional features.</div>
<ul class="ul" id="topic_mwl_2nf_p2c__ul_gkq_vnq_q2c">
<li class="li">Click a feature in the list to open the settings page in Admin Center
that includes the feature. <p class="p">A help panel will show contextual
instructions on how to set up the feature.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_et1_4nf_p2c">
<h2 class="title topictitle2" id="ariaid-title6">Viewing AI impact for the last 30 days</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_et1_4nf_p2c__image_pp5_wnf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_metrics4.png" width="600"></p>
<p class="p" dir="ltr">Activity includes: </p>
<ul class="ul" id="topic_et1_4nf_p2c__ul_occ_zpq_q2c">
<li class="li" dir="ltr">
<strong class="ph b">Agents using agent copilot</strong>: The number of agents using
agent copilot features, including: <ul class="ul" id="topic_et1_4nf_p2c__ul_ib4_cqq_q2c">
<li class="li" dir="ltr">Summaries generated</li>
<li class="li" dir="ltr">Messages expanded</li>
<li class="li" dir="ltr">Make friendly</li>
<li class="li" dir="ltr">Make formal</li>
<li class="li" dir="ltr">Similar tickets</li>
<li class="li" dir="ltr">Merging suggestions</li>
<li class="li" dir="ltr">Auto-assist</li>
<li class="li" dir="ltr">Suggested first replies</li>
<li class="li" dir="ltr">Suggested macros</li>
<li class="li" dir="ltr">Quick answers from the knowledge base.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258" target="_blank">Analyzing your Copilot
activity</a>.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets with agent copilot</strong>: The number of tickets using
agent copilot features, including: <ul class="ul" id="topic_et1_4nf_p2c__ul_zvh_pqq_q2c">
<li class="li" dir="ltr">Summaries generated</li>
<li class="li" dir="ltr">Messages expanded</li>
<li class="li" dir="ltr">Make friendly</li>
<li class="li" dir="ltr">Make formal</li>
<li class="li" dir="ltr">Similar tickets</li>
<li class="li" dir="ltr">Merging suggestions</li>
<li class="li" dir="ltr">Auto-assist</li>
<li class="li" dir="ltr">Suggested first replies</li>
<li class="li" dir="ltr">Suggested macros</li>
<li class="li" dir="ltr">Quick answers from the knowledge base.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378-" target="_blank">About agent copilot</a>.
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">(Copilot add-on only) Tickets automated with intelligent
triage</strong>: The number of tickets with a trigger or automation
based on intent, sentiment, or language. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent
triage</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">(Copilot add-on only) Tickets with auto assist</strong>: The
number of tickets where an auto-assist suggestion was accepted or
edited. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to help agents
solve tickets</a>. </li>
</ul>
</div>
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