View copilot analytics report

Copilot in Dynamics 365 Customer Service helps agents to complete tasks related to conversations, cases, and email more easily. With the Copilot report in Customer Service historical analytics, supervisors and customer service managers can identify the impact that Copilot is having across their customer service operation.

The system stores the copilot interaction data in the msdyn_copilotinteraction, msdyn_copilotinteractiondata, msdyn_copilottranscript, and msdyn_copilottranscriptdata tables. You can use the information to build custom metrics in reporting and analytics and understand how Copilot is being used in your organization.

To view the Copilot report, open Customer Service historical analytics and select the Copilot tab.

Copilot report

You can use filters to focus on the information that's important to you:

• Duration: Filters the data by the selected value of day, week, or month.
• Time zone: Filters the data for the selected time zone.

The Copilot report displays the following metrics.

Usage

Metric	Description
Daily active users	The number of unique agents who used Copilot at least once in the last day
Total copilot AI responses	The total number of responses that Copilot provided
Number of responses used	The number of times that text from a copilot response was copied
Percentage of copilot AI responses used	The percentage of responses that were copied

Productivity: Cases

Metric	Description
Total cases resolved	The number of cases that were resolved when Copilot was available for use
Number of cases resolved using copilot AI	The number of cases that were resolved when Copilot was used
Percentage of cases resolved using copilot AI	The percentage of cases that were resolved when Copilot was used
Avg. days to close for cases	The average time that elapsed after the case was created and until it was resolved; displays data when Copilot was used and when it wasn't used
Case throughput	The number of cases that were resolved on average per day; displays data when Copilot was used and when it wasn't used

Productivity: Conversations

Metric	Description
Total conversations	The total number of conversations in which the agent engaged with the customer at least once while Copilot was available; doesn't include email and voice
Number of conversations using copilot AI	The number of engaged conversations that have used Copilot; lists only conversations that have ended
Percentage of conversations using copilot AI	The percentage of engaged conversations that have used Copilot
Avg conversation handle time	The average time that elapsed after a conversation started until it ended; displays data when Copilot was used and when it wasn't used
Conversation throughput	The number of conversations, excluding email and voice, completed on average per day; displays data when Copilot was used and when it wasn't used

Satisfaction

Metric	Description
Agent ratings	The number of times agents rated a Copilot response positively or negatively

Next Steps

You can view the transcripts of interactions between agents and Copilot.

See also

Use copilot features
Configure copilot
Enable historical analytics for Copilot