Overview of the Zendesk Copilot: Agent productivity dashboard




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Verified AI summary ◀▼
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.




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.
The Copilot dashboard helps you:

Gain visibility into which AI tools are driving value for your team.
Monitor adoption trends and acceptance rates across features.
Identify low-usage areas that may require enablement, training, or
workflow adjustments.

The dataset reflects usage starting from the date it was rolled out date and is updated
daily.
This article contains the following topics:

Opening the Zendesk Copilot: Agent productivity dashboard
Understanding the dashboard reports
Best practices for using the dashboard



Opening the Zendesk Copilot: Agent productivity dashboard

The Zendesk Copilot: Agent productivity dashboard is available in the Explore
Dashboards library.
To access the Zendesk Copilot: Agent productivity dashboard

In analytics, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, click the Zendesk Copilot: Agent
productivity dashboard. All reports in this dashboard use the AI -
Copilot suggestions
dataset.





Understanding the dashboard reports

The Zendesk Copilot: Agent productivity dashboard contains two tabs:

The Auto assist tab tracks agents' usage and acceptance of auto assist suggestions.
The AI suggestions tab tracks usage and acceptance of suggestions from AI
features including merging suggestions, quick answers, similar tickets, suggested first replies, and suggested macros.
The AI agent tools 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.


To learn about the available reports on each tab, see Analyzing your Copilot activity.



Best practices for using the dashboard

Use the following best practices when using the dashboard:


Check weekly to monitor trends and AI agent engagement over
time.

Use the data to drive decisions about process changes,
enablement efforts, or agent training needs.

Correlate with support outcomes to evaluate AI impact. See
Measuring the ROI of Copilot with
analytics.




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