Analyzing your Copilot activity

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<p id="docs-hc-snippet" style="display: none;">Zendesk analytics features a prebuilt dashboard to help you monitor your Copilot activity. The Zendesk Copilot: Agent productivity dashboard provides a centralized view of how agents are interacting with Zendesk Copilot AI capabilities across three key areas: Auto assist, AI suggestions, and generative AI agent tools. This dashboard helps you understand adoption, track performance, and identify opportunities to optimize workflows using AI.</p>
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<p id="docs-ai-summary-content">You can monitor agent interactions with AI features like auto assist, AI suggestions, and generative AI tools using a dedicated productivity dashboard. This dashboard helps track adoption, acceptance rates, and usage patterns, enabling you to optimize workflows and improve agent performance. It offers customizable reports and key metrics to analyze AI-driven support activities across different ticket attributes and timeframes.</p>
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<p class="p">Zendesk analytics features a prebuilt dashboard to help you monitor your Copilot
activity. The Zendesk Copilot: Agent productivity dashboard provides a centralized view
of how agents are interacting with Zendesk Copilot AI capabilities across three key
areas: Auto assist, AI suggestions, and generative AI agent tools. This dashboard helps
you understand adoption, track performance, and identify opportunities to optimize
workflows using AI.</p>
<p class="p">You can edit and customize the dashboard by cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>).</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you need something more complex, you can write your own reports using a wide
range of metrics and attributes. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839341082" target="_blank">Getting started creating queries</a>.</div>
</div>
<p class="p">The information in dashboards is updated on a schedule. The schedule depends on which
Explore plan you're using. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore plans</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_analyzing_copilot__ul_mtb_dyr_mfc">
<li class="li"><a class="xref" href="#topic_dr1_2yr_mfc">Accessing the Zendesk Copilot: Agent productivity dashboard</a></li>
<li class="li"><a class="xref" href="#topic_axh_2yr_mfc">Understanding the Zendesk Copilot: Agent productivity dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dr1_2yr_mfc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Zendesk Copilot: Agent productivity dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Use the following procedure to access the Zendesk Copilot: Agent
productivity dashboard.</p>
<p class="p" dir="ltr"><strong class="ph b">To access the Zendesk Copilot: Agent productivity dashboard</strong></p>
<ol class="ol" id="topic_dr1_2yr_mfc__ol_jwr_hyr_mfc">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_dr1_2yr_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" dir="ltr">From the list of dashboards, click the <strong class="ph b">Zendesk Copilot: Agent
productivity</strong> dashboard.<p class="p"><img class="image img-screenshot" id="topic_dr1_2yr_mfc__image_gf1_lmq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_dashboard_new_tab.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_axh_2yr_mfc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Zendesk Copilot: Agent productivity dashboard reports</h2>
<div class="body">
<p class="p">This dashboard contains the following tabs:</p>
<ul class="ul" id="topic_axh_2yr_mfc__ul_w2l_hzr_mfc">
<li class="li"><a class="xref" href="#topic_z5s_jj5_fgc">Auto assist tab</a></li>
<li class="li"><a class="xref" href="#topic_uww_nyr_mfc">AI suggestions tab</a></li>
<li class="li"><a class="xref" href="#topic_ulx_nyr_mfc">AI agent tools tab</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_z5s_jj5_fgc">
<h3 class="title topictitle3" id="ariaid-title4">Auto assist tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Auto assist</strong> tab contains reports about agents' usage and acceptance of
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114" target="_blank">auto assist</a> suggestions.</p>
<p class="p"> You can filter the reports by time, auto assist procedure, agent name, ticket
group, ticket brand, ticket form, and ticket channel.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_z1q_xj5_fgc">
<h4 class="title topictitle4" id="ariaid-title5">Auto assist tab headline metrics</h4>
<div class="body">
<div class="p">This tab displays the following headline metrics (KPIs):<ul class="ul" id="topic_z1q_xj5_fgc__ul_szv_zj5_fgc">
<li class="li">
<strong class="ph b">Agents accepted auto assists</strong>: The number of agents who accept
an auto assist suggestion at least once.</li>
<li class="li">
<strong class="ph b">Tickets with all auto assists accepted</strong>: The number of tickets
where an auto assist suggestion was accepted at least once.</li>
<li class="li">
<strong class="ph b">Applied suggestions</strong>: The number of suggestions applied by
agents.</li>
<li class="li">
<strong class="ph b">Acceptance rate</strong>: The number of auto assist suggestions that
were accepted, divided by the total number of auto assist
suggestions shown.<p class="p"><img class="image img-screenshot" id="topic_z1q_xj5_fgc__image_kfk_hk5_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_auto_assist_KPIs.png" width="600"></p>
<p class="p">See the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186#topic_qsz_4fd_mfc" target="_blank">Auto assist metrics</a>
for more information.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_zyn_4k5_fgc">
<h4 class="title topictitle4" id="ariaid-title6">Auto assist tab reports</h4>
<div class="body">
<div class="p">This tab displays the following reports:<ul class="ul" id="topic_zyn_4k5_fgc__ul_a33_qk5_fgc">
<li class="li">
<strong class="ph b">Suggestions by type and status</strong>: A pie chart showing the
number of auto assist suggestions by type (reply or action) and
whether they were accepted or not.<p class="p"><img class="image img-screenshot" id="topic_zyn_4k5_fgc__image_t4j_5n5_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_auto_assist_suggestions_type.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Actions executed by auto assist</strong>: A bar chart showing the
number of actions that were executed by auto assist.<p class="p"><img class="image img-screenshot" id="topic_zyn_4k5_fgc__image_kvp_fp5_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_auto_assisst_actions_repor.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Auto assists applied by week and procedure</strong>: A graph showing
the number of auto assist procedures applied by auto assist by
week.<p class="p"><img class="image img-screenshot" id="topic_zyn_4k5_fgc__image_skr_c45_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_auto_assist_week_procedure.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Procedure adoption and performance</strong>: A list of procedures,
with details about their performance.</li>
<li class="li">
<strong class="ph b">Auto assists usage by agent</strong>: A list of agents that shows
their auto assist usage.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_uww_nyr_mfc">
<h3 class="title topictitle3" id="ariaid-title7">AI suggestions tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">AI suggestions</strong> tab contains reports about agents' 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>. You can filter the
reports by time, AI suggestion type, ticket group, agent name, ticket brand,
ticket form, and ticket channel.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_zky_zyr_mfc">
<h4 class="title topictitle4" id="ariaid-title8">AI suggestions tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_zky_zyr_mfc__ul_jwy_nzr_mfc">
<li class="li">
<strong class="ph b">Agents accepted AI suggestions</strong>: The number of agents who accepted
an AI suggestion at least once.</li>
<li class="li">
<strong class="ph b">Tickets with accepted AI suggestions</strong>: The number of tickets where
an AI suggestion was accepted at least once.</li>
<li class="li">
<strong class="ph b">Accepted AI suggestions</strong>: The number of AI suggestions accepted by
agents.</li>
<li class="li">
<strong class="ph b">Acceptance rate</strong>: The number of AI suggestions that were accepted,
divided by the total number of AI suggestions shown.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_zky_zyr_mfc__image_n5y_bqq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_suggestions_headline_metrics.png" width="600"></p>
<p class="p">To understand what's considered an accepted suggestion for each feature, see
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6961660060186#topic_jf5_1fd_mfc" target="_blank">AI - Copilot suggestion
metrics</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_i41_1zr_mfc">
<h4 class="title topictitle4" id="ariaid-title9">AI suggestions tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_i41_1zr_mfc__ul_htb_jqq_vfc">
<li class="li">
<strong class="ph b">Tickets with AI suggestions accepted vs ignored</strong>: A pie chart
showing the number of AI suggestions accepted by agents and the number
of AI suggestions that were ignored by agents.<p class="p"><img class="image img-screenshot" id="topic_i41_1zr_mfc__image_v23_rqq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_suggestions_accepted_ignored_report.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">AI suggestions by type</strong>: A bar chart showing the number of
suggestions accepted or ignored by feature type.<p class="p"><img class="image img-screenshot" id="topic_i41_1zr_mfc__image_xbv_krq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_suggestions_type_report.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">AI suggestions by date and type</strong>: A graph showing the number of
tickets with an AI suggestion shown at least once by date and feature
type.<p class="p"><img class="image img-screenshot" id="topic_i41_1zr_mfc__image_lh3_dsq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_suggestions_date_type.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">AI suggestions usage by agent</strong>: A list of agents that shows the
number of tickets an agent worked on with AI suggestions shown at least
once, with accepted AI suggestions, with AI suggestions not accepted,
and the agent's overall acceptance rate.<p class="p">You can change the list to
show suggestion usage by ticket group, brand, channel, or
form.</p>
<p class="p"><img class="image img-screenshot" id="topic_i41_1zr_mfc__image_xbg_ntq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_suggestions_agents_usage_report.png" width="800"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_ulx_nyr_mfc">
<h3 class="title topictitle3" id="ariaid-title10">AI agent tools tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">AI agent tools</strong> tab contains reports about agents’ use of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362" target="_blank">generative AI tools</a>, including expand,
summarize, custom prompt, make more friendly, make more formal, rewrite in your
tone, and simplify. You can filter the reports by time, ticket group, agent
name, AI usage type, ticket brand, ticket channel, and ticket assignee.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_qcw_dzr_mfc">
<h4 class="title topictitle4" id="ariaid-title11">AI agent tools tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_qcw_dzr_mfc__ul_spk_4zr_mfc">
<li class="li">
<strong class="ph b">AI tools usage events</strong>: The number of times an AI tool was used by
an agent.</li>
<li class="li">
<strong class="ph b">Tickets with AI tools usage</strong>: The number of tickets where an agent
used AI tools.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_qcw_dzr_mfc__image_hhm_45j_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_agent_tools_headline_metrics_2.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_byy_dzr_mfc">
<h4 class="title topictitle4" id="ariaid-title12">AI agent tools tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_byy_dzr_mfc__ul_xw4_4zr_mfc">
<li class="li">
<strong class="ph b">Tickets with AI tools usage</strong>: A pie chart showing the total number
of tickets split up by whether any of the AI tools were used. This
report is not filterable by agent name.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_ujh_1yq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_reports_AI_agents_tools_usage.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">AI tools usage by type</strong>: A bar chart showing the number of times
an AI tool was used by feature type.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_fqf_q5j_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_tools_type_report_2.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">AI tools usage over time</strong>: A graph showing the number of times the
AI tools were used by feature type.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_ft4_z5j_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_tools_over_time_report_2.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">AI tools agent usage (top 10)</strong>: A bar chart showing the top ten
agents who've used the AI tools.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_avm_vyq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_tools_top_ten_agents.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Requester wait time by AI tool usage</strong>: A bar graph showing the
average requester wait time by day for tickets where an AI tool was
used. This report is not filterable by agent name.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_ds4_cvj_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ai_tools_wait_time_report_2.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Full resolution time on tickets with AI tool usage</strong>: An area graph
showing the average full resolution time by day for all tickets, split
out by tickets where no AI tool was used (black) and tickets where an AI
tool was used (blue). This report is not filterable by agent
name.<p class="p"><img class="image img-screenshot" id="topic_byy_dzr_mfc__image_fwg_tzq_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_tools_full_resolution_report.png" width="800"></p>
</li>
</ul>
</div>
</div>
</div>
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