Copilot report

The Copilot report gives you a comprehensive overview of Copilot usage, allowing you to identify trends and understand team adoption rates. Use these insights to optimize workflows, identify areas for further training, and evaluate the overall impact of the Copilot feature on team efficiency and productivity.

Features

• Up to three key metrics cards are featured here to help you understand your Copilot usage at a glance.

• Click the dropdown at the top right of this section to select which metrics you want to display, listed below.

• Each card displays the name of the metric, the current measurement, and the variation compared to the previous period of the same length.

• Variations for metrics in percentages are shown in percentage points, which is the arithmetic difference between two percentages. For example, moving down from 36% to 34% is a decrease of 2 percentage points.

• Click on each metric to see the metric details and list of conversations counted in the metric.

List of metrics

1. Eligible replies

2. Suggested replies

3. Suggested replies (%)

4. Suggested replies sent

5. Suggested replies sent (%)

6. Suggested replies sent with minor edits

7. Suggested replies sent with minor edits (%)

8. Reply time

9. Copilot reply time

10. Teammate reply time

11. First reply time 

12. Copilot first reply time

13. Teammate first reply time

14. Handle time

15. Copilot handle time

16. Teammate handle time

Features

• The Copilot over time graph allows you to see peaks or drops to help you identify trends in Copilot usage.

• Click the metrics dropdown at the top right of this section to select which metrics you want to display, listed below.

• Click the Compare dropdown at the top right of this section and select Compare to previous period to display values from the previous period.

• Hover over points in the line graph to see the selected metric for each time increment.

• Click on a point on the line graph to see the metric details and list of conversations counted in the metric.

List of metrics

1. Suggested replies

2. Suggested replies (%)

3. Suggested replies sent

4. Suggested replies sent (%)

5. Suggested replies sent with minor edits

6. Suggested replies sent with minor edits (%)

7. Reply time

8. Copilot reply time

9. Teammate reply time

10. First reply time 

11. Copilot first reply time

12. Teammate first reply time

13. Handle time

14. Copilot handle time

15. Teammate handle time

Features

• The Copilot by teammate table contains all teammates that used Copilot features in the conversations selected using the report filters.

• Use the search bar to find a specific teammate.

• Click the dropdown at the top right of this section to select which metrics you want to display, listed below.

• Customize how many rows you'd like to display on each page using the Rows per page on the bottom left.

• Click the arrows and numbers on the bottom right to view additional pages.

• Click on each metric to see the metric details and list of conversations counted in the metric.

List of metrics

1. Suggested replies

2. Suggested replies sent

3. Suggested replies sent with minor edits

4. Reply time

5. Copilot reply time

6. Teammate reply time

7. First reply time

8. Copilot first reply time

9. Teammate first reply time

10. Handle time

11. Copilot handle time

12. Teammate handle time

This feature is available with the Copilot add-on. See this article for pricing plan availability.