Announcing the Zendesk Copilot: Agent productivity dashboard

Announced on | Rollout starts | Rollout ends
July 07, 2025 | July 07, 2025 | July 11, 2025

We’re excited to launch the Zendesk Copilot: Agent productivity dashboard, your new command center for tracking how agents interact with Copilot AI in Zendesk. The dashboard provides a clear view of how agents are adopting and engaging with Copilot AI tools, helping you track usage, optimize workflows, and boost productivity.

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're adding a new dashboard containing these tabs:

AI suggestions tab: Measures engagement and performance of Copilot features including similar tickets, merging suggestions, suggested macros, suggested replies, and quick answers.

AI Agent Tools tab: Captures how agents use writing tools such as expand, make formal, make friendly, and ticket summary. This tab is a copy of the Generative AI Agent Tools dashboard.

Auto assist tab: As of August 07, 2025, the auto assist tab is available. This tab captures agents' usage and acceptance of auto assist suggestions.

To get started, see Analyzing your Copilot activity.

Why is Zendesk making this change?

You’ve asked for more transparency into how AI is being used by your teams. This dashboard gives you just that. Using the dashboard, you can track performance, prove value, and guide training or process changes where needed. With this data, you can boost adoption and improve your customers’ support experience.

What do I need to do?

If you have Copilot, you don't need to take any action to enable the dashboard. You'll find it in your Dashboards library. If an account doesn't have one of the features enabled, the corresponding tab will be hidden. We recommend reviewing each tab weekly to track trends and spot opportunities to improve AI engagement across your team.

Note: A subset of accounts will not have access to the AI suggestions and Agent tools tabs in the Zendesk Copilot: Agent productivity dashboard and corresponding datasets at this time. We'll continue to work diligently to make this data available on those accounts throughout the remainder of this year.

The old Generative AI Agent Tools dashboard will remain live, but it will be removed in September 2025 as part of the Dashboard Builder transition process.

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.