Monitoring and optimizing effective AI setup in your account

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; AI &gt; Admin copilot &gt;
Overview</span>
</div>
<p class="p" dir="ltr">If you have purchased the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5715517808026" target="_blank">Copilot add-on</a>, 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.</p>
<p class="p">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.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic_b43_pc2_vj__ul_oy4_fhp_hvb">
<li class="li"><a class="xref" href="#topic_ypj_y3f_p2c">Opening the Overview page</a></li>
<li class="li"><a class="xref" href="#topic_ghc_njf_p2c">Setting up the basics</a></li>
<li class="li"><a class="xref" href="#topic_mwl_2nf_p2c">Viewing feature status</a></li>
<li class="li"><a class="xref" href="#topic_et1_4nf_p2c">Viewing AI impact for the last 30 days</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ypj_y3f_p2c">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Overview page</h2>
<div class="body">
<p class="p">You must be an admin to access the Overview page.</p>
<p class="p"><strong class="ph b">To open the Overview page</strong></p>
<ul class="ul" id="topic_ypj_y3f_p2c__ul_hbl_djf_p2c">
<li class="li" dir="ltr">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ypj_y3f_p2c__d9e1329" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Admin copilot &gt; Overview</strong>.</span><p class="p">The Overview page opens. This page includes separate
sections to help you set up and optimize AI features in your
account. </p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ghc_njf_p2c">
<h2 class="title topictitle2" id="ariaid-title3">Setting up the basics</h2>
<div class="body">
<div class="p" dir="ltr">The Basics section provides links to setup instructions for AI
Copilot features. Refer to these instructions to help you get started:<ul class="ul" id="topic_ghc_njf_p2c__ul_dvk_tjf_p2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Introduction to AI
features</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8903424797722" target="_blank">Setting up intelligent
triage intents</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8945765565594" target="_blank">Adding entities</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8984493142810" target="_blank">Setting up
auto-assist</a></li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_ghc_njf_p2c__image_j5s_jkf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_cards3.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mwl_2nf_p2c">
<h2 class="title topictitle2" id="ariaid-title4">Viewing feature status</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_mwl_2nf_p2c__image_akf_hnf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_features3.png" width="600"></p>
<p class="p"><strong class="ph b">To activate a feature</strong></p>
<ul class="ul" id="topic_mwl_2nf_p2c__ul_gkq_vnq_q2c">
<li class="li">Click a feature in the list to open the settings page in Admin Center
that includes the feature. <p class="p">A help panel will show contextual
instructions on how to set up the feature.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_et1_4nf_p2c">
<h2 class="title topictitle2" id="ariaid-title5">Viewing AI impact for the last 30 days</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="topic_et1_4nf_p2c__image_pp5_wnf_p2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_hub_metrics4.png" width="600"></p>
<p class="p" dir="ltr">Activity includes: </p>
<ul class="ul" id="topic_et1_4nf_p2c__ul_occ_zpq_q2c">
<li class="li" dir="ltr">
<strong class="ph b">Agents using agent copilot</strong>: The number of agents using
agent copilot features, including: <ul class="ul" id="topic_et1_4nf_p2c__ul_ib4_cqq_q2c">
<li class="li" dir="ltr">Summaries generated</li>
<li class="li" dir="ltr">Messages expanded</li>
<li class="li" dir="ltr">Make friendly</li>
<li class="li" dir="ltr">Make formal</li>
<li class="li" dir="ltr">Similar tickets</li>
<li class="li" dir="ltr">Merging suggestions</li>
<li class="li" dir="ltr">Auto-assist</li>
<li class="li" dir="ltr">Suggested first replies</li>
<li class="li" dir="ltr">Suggested macros</li>
<li class="li" dir="ltr">Quick answers from the knowledge base.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9308443151258" target="_blank">Analyzing your Copilot
activity</a>.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets with agent copilot</strong>: The number of tickets using
agent copilot features, including: <ul class="ul" id="topic_et1_4nf_p2c__ul_zvh_pqq_q2c">
<li class="li" dir="ltr">Summaries generated</li>
<li class="li" dir="ltr">Messages expanded</li>
<li class="li" dir="ltr">Make friendly</li>
<li class="li" dir="ltr">Make formal</li>
<li class="li" dir="ltr">Similar tickets</li>
<li class="li" dir="ltr">Merging suggestions</li>
<li class="li" dir="ltr">Auto-assist</li>
<li class="li" dir="ltr">Suggested first replies</li>
<li class="li" dir="ltr">Suggested macros</li>
<li class="li" dir="ltr">Quick answers from the knowledge base.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378-" target="_blank">About agent copilot</a>.
</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets automated with intelligent triage</strong>: The number
of tickets with a trigger or automation based on intent, sentiment, or
language. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">About intelligent
triage</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets with auto assist</strong>: The number of tickets where
an auto-assist suggestion was accepted or edited. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">Using auto assist to help agents
solve tickets</a>. </li>
</ul>
</div>
</div>
<script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script>
</body>