Provide Zendesk Explore Reporting for AI Writing Feature Usage

Use Case:
Our customer care teams have started using Zendesk's generative AI writing tools, including the newly introduced custom prompt feature for enhanced writing. While these tools offer significant potential to streamline agent responses and maintain consistent tone, there's currently no visibility into adoption or usage frequency.

Current Challenge:
As an admin, I need to track how frequently our agents utilize the "enhance writing" feature and specifically how often they leverage custom prompts, simplify, or the “use my tone” feature. Without these insights, it's challenging to assess feature adoption, justify ongoing investment in AI tools, or identify coaching opportunities to further optimize agent performance.

Desired Solution:
Expand Zendesk Explore datasets to include metrics around generative AI usage, specifically: Frequency of usage of custom prompts, simplify tone, and “use my tone”.

Business Impact:
Access to these metrics would enable us to:

• Quantify the value of AI features in terms of productivity gains and quality improvements.
• Better support agents by identifying and sharing best practices.
• Inform training initiatives based on actual AI tool usage.

Priority: Medium-high. With increasing reliance on Zendesk's generative AI, obtaining actionable data on adoption is becoming critical for strategic planning and continuous improvement.