Monitoring and optimizing effective AI setup in your account

Location: Admin Center > AI > Admin copilot >
Overview

If you have purchased the Copilot add-on, Zendesk includes an
Overview page in Admin Center. This page provides a centralized hub to manage all
Copilot features, monitor performance, and uncover opportunities to optimize
workflows.
Zendesk recommends viewing this page frequently as you start to use AI to make sure
your configuration is fully implemented and working as effectively as
possible.
This article includes these sections:

Opening the Overview page
Setting up the basics
Viewing feature status
Viewing AI impact for the last 30 days



Opening the Overview page

You must be an admin to access the Overview page.
To open the Overview page


In Admin Center, click
AI in the sidebar, then select Admin copilot > Overview. The Overview page opens. This page includes separate
sections to help you set up and optimize AI features in your
account.





Setting up the basics

The Basics section provides links to setup instructions for AI
Copilot features. Refer to these instructions to help you get started:
Introduction to AI
features
Setting up intelligent
triage intents
Adding entities
Setting up
auto-assist






Viewing feature status

Use the Feature status section to monitor which AI Copilot features are turned
on in your account. It helps you to track which features you still need to
activate.

To activate a feature

Click a feature in the list to open the settings page in Admin Center
that includes the feature. A help panel will show contextual
instructions on how to set up the feature.





Viewing AI impact for the last 30 days

The Metrics section shows the key metrics for Copilot features over the last
month. These metrics help you measure the feature usage and the
effectiveness of AI-assisted tickets. Metrics are updated weekly.

Activity includes:


Agents using agent copilot: The number of agents using
agent copilot features, including:
Summaries generated
Messages expanded
Make friendly
Make formal
Similar tickets
Merging suggestions
Auto-assist
Suggested first replies
Suggested macros
Quick answers from the knowledge base.

See Analyzing your Copilot
activity.


Tickets with agent copilot: The number of tickets using
agent copilot features, including:
Summaries generated
Messages expanded
Make friendly
Make formal
Similar tickets
Merging suggestions
Auto-assist
Suggested first replies
Suggested macros
Quick answers from the knowledge base.

See About agent copilot.



Tickets automated with intelligent triage: The number
of tickets with a trigger or automation based on intent, sentiment, or
language. See About intelligent
triage.

Tickets with auto assist: The number of tickets where
an auto-assist suggestion was accepted or edited. See Using auto assist to help agents
solve tickets.




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