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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Jul 1, 2024 |
Business value
Copilot in Customer Service uses generative AI to create an impact across various tasks such as completing customer conversations, triaging and closing cases, and drafting and sending emails. The copilot analytics dashboard helps users understand the impact that Copilot has across these various tasks.
Feature details
The Copilot analytics dashboard helps supervisors and customer service managers see how Copilot affects their customer service operations. With Copilot, customer service agents can easily complete tasks related to conversations, cases, and emails.
The Copilot report includes the following key metrics:
- Daily active users: Shows the number of unique users who used any of the Copilot features in the last day.
- Percentage of Copilot responses used: Shows the number of responses that Copilot generates across all Copilot features, and the percentage of those responses that agents use.
- Agent ratings: Users can give a thumbs-up or thumbs-down for Copilot when they use any of its features. The trend in the aggregated data shows how satisfied users are.
The following metrics show two values that indicate when Copilot is used and when it isn't:
- Average handle time for conversations: Shows how conversations affect the average handle time metric.
- Average days to close for cases: Also known as case resolution time.
- Average email response time: Shows the time it takes to draft and send an email.
For a customer service manager, these metrics help you analyze how your agents interact with the copilot capabilities and how they help improve your business.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
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