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Note
The feature availability information is as follows.
| Dynamics 365 Contact Center—embedded | Dynamics 365 Contact Center—standalone |
|---|---|
| No | Yes |
Copilot enables customer service representatives (service representatives or representatives) to efficiently complete tasks related to conversations and email. With the Copilot report, supervisors and customer service managers can identify the effect that Copilot has 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 your organization uses Copilot.
Prerequisites
By default, System Administrator and Supervisor roles can access analytics. Other users must have a security role with Read privileges on the Copilot Analytics entity (msdyn_dataanalyticsreport_copilot). Administrators can grant access to other users by creating or editing a role in Power Platform admin center and adding Read permissions for the analytics entities. Learn more in Configure user access to analytics and dashboards.
Your administrator must enable Copilot analytics in the Copilot Service admin center app. Learn more in Manage Copilot analytics.
Access the report
To view the Copilot analytics report, select Copilot analytics from the Copilot Service workspace menu.
Note
Case summary isn't available for the Contact Center embedded experience.
Copilot report filters and metrics
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 service representatives 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: Conversations
| Metric | Description |
|---|---|
| Total conversations | The total number of conversations in which the service representative 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 used Copilot; lists only conversations that have ended. |
| Percentage of conversations using Copilot AI | The percentage of engaged conversations that used Copilot. |
| Avg conversation handle time | The average time that elapsed after a conversation started until it ended. Displays data about 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 about when Copilot was used and when it wasn't used. |
Satisfaction
| Metric | Description |
|---|---|
| Agent ratings | The number of times service representatives rated a Copilot response positively or negatively. |
Next Steps
You can view the transcripts of interactions between service representatives and Copilot.