Analyzing your agents’ use of generative AI

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You must have the Copilot add-on to use the dataset described in this article.

Explore features a prebuilt dashboard that shows your agents’ use of the following generative AI features: summarize, expand, and make more friendly and make more formal. This dashboard helps you understand how much these AI features are being used by your support team and how their usage affects your team’s efficiency.

Tip: You can’t edit this dashboard directly, but if you’re on a Professional plan or higher, you can create an editable copy of it.

This article contains the following topics:

• Opening the Generative AI Agent Tools dashboard
• Understanding the reports

Opening the Generative AI Agent Tools dashboard

The Generative AI Agent Tools dashboard is available in the Explore Dashboards library.

To access the Generative AI for agents dashboard

1. In Explore, click the Dashboard icon () in the left sidebar.
2. From the list of dashboards, select Zendesk AI: Generative AI Agent Tools.

   

Understanding the reports

The Generative AI for agents dashboard contains the following tabs:

• Agent engagement
• Ticket metrics

The information in this dashboard is updated on a schedule based on your Explore plan. See Data refresh intervals for Explore reporting.

Note: This dataset retains data only from the previous 1200 days.

Agent engagement

The Agent engagement tab contains reports about agents’ use of expand, summarize, make more friendly, and make more formal. You can filter the reports by time, ticket group, agent name, AI usage type, and ticket brand.

To open the Agent engagement dashboard tab

1. In Explore, click the Dashboard icon () in the left sidebar.
2. From the list of dashboards, select Zendesk AI: Generative AI Agent Tools.
3. Click the Agent engagement tab.

Agent engagement tab headline metrics

This tab displays the following headline metrics (KPIs):

• Summaries generated: The number of times the summarize features has been used.
• Messages expanded: The number of times the expand feature has been used.
• Make friendly: The number of times the make more friendly feature has been used.
• Make formal: The number of times the make more formal feature has been used.

Agent engagement tab reports

This tab displays the following reports:

• Tickets with Generative AI usage: A pie chart showing the total number of tickets split up by whether any of the AI tools were used. This report is not filterable by agent name.

  

• Generative AI tool usage over time: A column graph showing the number of times the AI tools were used alongside the ticket satisfaction score.

  

• AI tools agent usage (Top 10): A bar chart showing the top ten agents who've used the AI tools.

  

Ticket metrics

The Ticket metrics tab contains reports showing how first reply and resolution times are affected by use of the AI features. You can filter the reports by time, ticket group, agent name, AI usage type, and ticket brand.

To open the Ticket metrics dashboard tab

1. In Explore, click the Dashboard icon () in the left sidebar.
2. From the list of dashboards, select the Zendesk AI: Generative AI Agent Tools.
3. Click the Ticket metrics tab.

Ticket metrics tab reports

This tab displays the following reports:

• Generative AI tool usage vs requester wait time: A grouped column graph showing the average requester wait time by week for tickets where an AI tool was used.

  

• Full resolution time on Generative AI tickets: An area graph showing the average full resolution time by day for all tickets, split out by tickets where no AI tool was used (black) and tickets where an AI tool was used (blue).