Copilot handle time (avg)

Term name

Copilot handle time (avg)

Purpose

Track the time teammates spend drafting a message with Copilot before it is sent.

Definition

Time between starting an outbound reply with a draft suggested by Copilot and sending it. Doesn't take business hours or shifts into consideration. Some exceptions apply.

The average is calculated by taking the sum of the time spent drafting a message with Copilot for all conversations, divided by the total number of replies that used a suggested reply.

Location & attribution

• Copilot report

  • Key metrics chart

  • Copilot over time graph

  • Copilot by teammate table

FAQ

• See this article to learn more about the handle time metric.