Overview of the Zendesk Copilot: Agent productivity dashboard

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<p id="docs-ai-summary-content">The Copilot: Agent productivity dashboard gives you a clear view of how agents use AI tools, like AI suggestions and generative AI. It helps you track adoption, monitor trends, and identify areas needing improvement. Use the dashboard to make informed decisions on training and process changes, and correlate data with support outcomes to assess AI's impact.</p>
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<p class="p" dir="ltr">The Zendesk Copilot: Agent productivity dashboard provides a centralized view
of how agents are interacting with Zendesk Copilot AI capabilities across two key areas:
AI suggestions and generative AI tools. This dashboard helps you understand adoption,
track performance and identify opportunities to optimize workflows using AI.</p>
<p class="p" dir="ltr">The Copilot dashboard helps you:</p>
<ul class="ul" id="Explore_copilot_dashboard__ul_csb_51d_mfc">
<li class="li" dir="ltr">Gain visibility into which AI tools are driving value for your team.</li>
<li class="li" dir="ltr">Monitor adoption trends and acceptance rates across features.</li>
<li class="li" dir="ltr">Identify low-usage areas that may require enablement, training, or
workflow adjustments.</li>
</ul>
<p class="p">The dataset reflects usage starting from the date it was rolled out date and is updated
daily.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_copilot_dashboard__ul_ujc_ncd_mfc">
<li class="li"><a class="xref" href="#topic_h1q_hbd_mfc">Opening the Zendesk Copilot: Agent productivity dashboard</a></li>
<li class="li"><a class="xref" href="#topic_vh3_3bd_mfc">Understanding the dashboard reports</a></li>
<li class="li"><a class="xref" href="#topic_bcg_jbd_mfc">Best practices for using the dashboard</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_h1q_hbd_mfc">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Zendesk Copilot: Agent productivity dashboard</h2>
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<p class="p">The Zendesk Copilot: Agent productivity dashboard is available in the Explore
Dashboards library.</p>
<p class="p"><strong class="ph b">To access the Zendesk Copilot: Agent productivity dashboard</strong></p>
<ol class="ol" id="topic_h1q_hbd_mfc__ol_ugb_pbd_mfc">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_h1q_hbd_mfc__image_yz5_4vr_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li">From the list of dashboards, click the <strong class="ph b">Zendesk Copilot: Agent
productivity</strong> dashboard.<p class="p">All reports in this dashboard use the <strong class="ph b">AI -
Copilot suggestions</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186#topic_jly_x2d_mfc" target="_blank">dataset</a>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vh3_3bd_mfc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the dashboard reports</h2>
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<p class="p">The Zendesk Copilot: Agent productivity dashboard contains two tabs:</p>
<ul class="ul" id="topic_vh3_3bd_mfc__ul_g2c_zbd_mfc">
<li class="li">The <strong class="ph b">Auto assist</strong> tab tracks agents' usage and acceptance of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9945148867866" target="_blank">auto assist</a> suggestions.</li>
<li class="li">The <strong class="ph b">AI suggestions</strong> tab tracks usage and acceptance of suggestions from AI
features including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514-Turning-on-merging-suggestions" target="_blank">merging suggestions</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8079579364250-Turning-on-quick-answers-for-Agent-Workspace" target="_blank">quick answers</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426-Turning-on-similar-tickets" target="_blank">similar tickets</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037936748570-Turning-on-suggested-first-replies" target="_blank">suggested first replies</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824813722-Turning-on-suggested-macros" target="_blank">suggested macros</a>.</li>
<li class="li">The <strong class="ph b">AI agent tools</strong> tab highlights adoption of writing enhancements such
as expand, make formal, make friendly, and summary. Use this tab to identify
which tools are most valued by agents.<p class="p"><img class="image img-screenshot" id="topic_vh3_3bd_mfc__image_mnw_xm2_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_dashboard_new_tab.png" width="800"></p>
</li>
</ul>
<p class="p" dir="ltr">To learn about the available reports on each tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258" target="_blank">Analyzing your Copilot activity</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bcg_jbd_mfc">
<h2 class="title topictitle2" id="ariaid-title4">Best practices for using the dashboard</h2>
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<p class="p">Use the following best practices when using the dashboard:</p>
<ul class="ul" id="topic_bcg_jbd_mfc__ul_esb_51d_mfc">
<li class="li" dir="ltr">
<strong class="ph b">Check weekly</strong> to monitor trends and AI agent engagement over
time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Use the data to drive decisions</strong> about process changes,
enablement efforts, or agent training needs.</li>
<li class="li" dir="ltr">
<strong class="ph b">Correlate with support outcomes</strong> to evaluate AI impact. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9438542232218" target="_blank">Measuring the ROI of Copilot with
analytics</a>.</li>
</ul>
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