Eligible replies

Term name

Eligible replies

Purpose

Track the volume of replies that meet the criteria for Copilot to generate a draft.

Definition

Total number of outbound replies to customer inquiries sent from a Copilot-enabled inbox during the time period, and meet the criteria needed to generate a suggested reply:

• Inquiry is detected

• Copilot enabled for the inbox

• Channel is supported for suggested replies

The metric counts replies where the criteria was met, including when Copilot did not suggest a draft (low confidence, found conflicting sources of information, etc.)

Location & attribution

• Copilot report

  • Key metrics chart

  • Copilot over time graph

FAQ

• This metric can be used as a basis to calculate the performance percentage for Copilot. If you want to calculate the percent of replies that actually had a suggestion from Copilot, then eligible replies should be used as the denominator.