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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Jul 1, 2024 |
Business value
Copilot in Dynamics 365 Contact Center uses generative AI to create an impact across various tasks such as completing customer conversations, triaging, closing cases, and drafting and sending emails. The copilot report in historical analytics helps users understand the impact that Copilot creates across these modalities.
Feature details
The Copilot analytics dashboard gives supervisors and managers the insights they need to see how Copilot impacts their contact center operations. With Copilot, customer service agents can more easily complete various tasks related to conversations, cases, and email.
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 past day.
- Percentage of Copilot responses used: Shows the number of responses that Copilot generated across all Copilot features, and the percentage of those responses that agents actually use.
- Agent ratings: The thumbs-up or thumbs-down experience that agents give when they use any of the Copilot features. The trend of the aggregated data helps you understand agent satisfaction.
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.
These measurements help clarify the agent interactions with the Copilot capabilities and show how Copilot helps improve the business.