Announcing new usage data for generative AI writing tools in the Zendesk Copilot: Agent productivity dashboard

Announced on | Rollout on
July 8, 2025 | July 8, 2025

We’ve expanded reporting for generative AI writing tools in the Zendesk Copilot: Agent productivity dashboard. Admins can now track usage of three new tools: Simplify, Custom prompt and Rewrite in your tone.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’ve expanded the AI Agent Tools dataset in Explore. This dataset and the Zendesk Copilot: Agent productivity prebuilt dashboard now include usage data for three key features::

Simplify: Rephrases the content of an agent's comment to be more concise and focus on the main idea.

Write a custom prompt: Changes an agent's comment based on the custom instructions they enter that enhance or adjust the text. For example, they can fix grammar, fix typos, add bullet points, summarize in one line, etc.

Rewrite in your tone: When agents select Rewrite in your tone, their responses are rewritten with generative AI so that the text adapts to the appropriate tone and writing style of the conversation.

These updates give teams deeper visibility into how generative AI writing tools are used.

Data for these three features is only available on the AI agent tools tab within the Zendesk Copilot: Agent productivity dashboard. The old Generative AI Agent Tools dashboard doesn't include this data and will be deprecated in September 2025 as part of the Dashboard Builder transition process.

Why is Zendesk making this change?

This update helps you better understand how enhanced writing tools are helping agents by:

Tracking adoption of new AI-powered writing tools.

Identifying opportunities to train or encourage agents.

Measuring productivity gains and writing improvements.

Proving ROI with concrete usage data.

What do I need to do?

You don't need to do anything. The updated data will appear automatically in your existing Zendesk Copilot: Agent productivity dashboard under the AI Agent Tools tab when the rollout reaches your account. See Analyzing your Copilot activity for more information.