Explore recipe: Reporting on suggested first replies

What's my plan?

Add-on

Copilot

You must have the Copilot add-on to use this feature.

In this recipe, you’ll learn how to report on your agents’ use of the suggested first replies feature, which is part of agent copilot.

This article contains the following topics:

• What you’ll need
• Creating a standard calculated attribute
• Reporting on how first reply time is affected by suggested first replies
• Reporting on volume of tickets where suggested first replies were accepted

Related articles:

• Turning on suggested first replies
• Using AI to generate a first reply in a ticket

What you’ll need

Skill level: Beginner

Time required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Suggested first replies (see Turning on suggested first replies)
• Messaging or email ticket data

Creating a standard calculated attribute

First, you’ll create a standard calculated attribute that returns Yes or No to indicate whether an agent accepted the first suggested reply on a ticket. To do so, create a standard calculated attribute in either the Support - Tickets dataset or the Chat - Messaging tickets dataset with the following details:

• Name: Suggested reply accepted
• Formula: IF (INCLUDES_ANY([Ticket tags], "accepted_suggested_first_reply")) THEN "Yes" ELSE "No" ENDIF

You’ll use this attribute in the reports described below, but you can also use this attribute as a filter in other reports or dashboards that you create in order to slice the results by the use of suggested first replies.

Reporting on how first reply time is affected by suggested first replies

You can now create a report that compares the first reply time metric between tickets where agents didn’t use suggested first replies with tickets where they did use suggested first replies. This comparison helps you understand the efficiency gains provided by suggested first replies.

To create the report

1. In Explore, click the Reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, select one of the following datasets depending on which type of tickets you want to report on:
   • Support - Tickets
   • Chat - Messaging tickets
4. Click Start report. The report builder opens.
5. In the Metrics panel, click Add and select First reply time (min).
6. In the Rows panel, click Add and select Suggested reply accepted (the attribute you created above).
   Tip: If you don’t see your attribute, make sure you created it in the correct dataset.

Your report should look similar to the one below.

Reporting on volume of solved tickets where suggested first replies were accepted

You can also create a report that shows the volume of solved tickets where a suggested reply was accepted.

To create the report

1. In Explore, click the Reports (
2. In the Reports library, click New report.
3. On the Select a dataset page, select one of the following datasets depending on which type of tickets you want to report on:
   • Support - Tickets
   • Chat - Messaging tickets
4. Click Start report. The report builder opens.
5. In the Metrics panel, click Add and select the following metric, depending on which dataset you’re using:
   • Support - Tickets: Solved tickets
   • Chat - Messaging tickets: Solved messaging tickets
6. In the Rows panel, click Add and select Suggested reply accepted (the attribute you created above).
   Tip: If you don’t see your attribute, make sure you created it in the correct dataset.

Your report should look similar to the one below.