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[This article is prerelease documentation and is subject to change.]
Supervisors and content managers can view the Overall performance report on the Knowledge analytics dashboard in Copilot Service workspace to get analytics on Customer Knowledge Management Agent. The effectiveness of Copilot responses depends on the quality of the knowledge base. To create and maintain high-quality knowledge articles, supervisors require insights on:
- How articles are created.
- Where articles are in the review and publish workflow.
- Whether articles are used in Copilot responses.
- If customer service representatives find the articles useful in their daily work.
These insights help supervisors identify and address gaps, enhance the knowledge repository, and optimize Copilot's performance. Self-service article publishing and greater resource control reduce support and content management costs. Feedback from service representatives also help the system and the content managers identify and act on low quality articles.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Prerequisites
Your administrator turns on Customer Knowledge Management Agent and enabled the Real-time creation and Creation from historical cases options.
Your administrator enables the Record user interactions with AI, including user actions and their feedback on AI suggestions option, on the Customer Knowledge Management Agent (preview) > User experience data section.
Overall performance dashboard
Metrics in Overall performance report
The Overall performance report represents the following metrics.
| Metrics | Description |
|---|---|
| Total articles published | The total number of knowledge articles published. The different colors indicate the knowledge articles generated by Copilot or manually. |
| Articles by status | The donut charts show the knowledge articles created by Copilot or manually, broken down by article status. |
| Average quality score | The average feedback rating from service representatives on the quality of knowledge articles. Service representatives select the thumbs up or thumbs down option to provide feedback on articles. |
| Articles to revise | The number of knowledge articles with a quality score less than or equal to two, over a specified period of time. |
| Usage by Copilot | The number of times a knowledge article, created by Copilot or manually, is referenced when service representatives chat with Copilot. |
| Quality score trend | The performance of knowledge articles based on service representatives feedback over time. It displays the quality trend of articles created by Copilot versus articles created manually. |