This feature is currently in an Early Access Program (EAP). You
can sign up for the EAP here.
Agentic analytics features several prebuilt analytical apps. Each of these apps feature the following:
- Dataset: The data you analyze to generate insights. Each dataset is organized by business process (for example, support tickets, agents, IT assets).
- Reports: A report gives you insights into your business. When you create a report, you choose a dataset as the basis for your analysis. The report then pulls its metrics, dimensions, and fields directly from that dataset.
- Dashboards: A dashboard is a canvas where you can arrange and share your reports. Dashboards can contain filters that allow the customization of results by viewers, and text, links, and images that help you match the dashboard to your company branding.
In addition to analytical apps, you can create your own custom datasets, reports, and dashboards.
This article contains information about the prebuilt dashboards you'll interact with on a regular basis. The dashboards fall into the following categories:
Tickets
The following dashboards help you monitor your ticket workload and evaluate how well your agents are performing.
- Support: Tickets: Tracks your solved and open tickets. These reports can help you monitor your ticket backlog and agent productivity. See Understanding the tickets dashboard in analyst copilot.
- Support: Team performance: Helps you evaluate the efficiency of your agents and customer satisfaction with their tickets. See Understanding the team performance dashboard in analyst copilot.
Copilot
The following dashboards help you monitor agent interactions with Copilot, and your intelligence triage activity.
- Copilot: Agent productivity: Provides a centralized view of how agents are interacting with Copilot AI capabilities across four key areas: agent tools usage, auto assist, AI suggestions, and enhanced writing. The dashboard helps you understand adoption, track performance, and identify opportunities to optimize workflows using AI. See Understanding the agent productivity dashboard in analyst copilot.
- Copilot: Intelligent triage: Monitors your intelligent triage activity. The intelligent triage dashboard can help you identify tickets classified by customer topic, sentiment, language, and entities. See Understanding the intelligent triage dashboard in analyst copilot.
IT assets
The following dashboard helps you report on the assets you own, their status, and their location
- IT asset: Presents important information about the assets you manage all in one place. For example, you can use the dashboard to display available assets, assets being repaired, asset location, and tickets opened for each asset. See Understanding the IT asset dashboard in analyst copilot.