Copilot Performance

——This article helps you understand what the Copilot Performance does, and how it differs from the Agent Performance.

Entry: Data › Dashboards › Copilot Performance.

Figure 1: Copilot Performance

Copilot Performance Overview

• Use case: Review how Agents Assist is used and how it performs when assisting human customer service agents.
• Purpose: Understand how effectively the assistant supports human agents, review answer adoption, and evaluate the value provided by AI assistance.

How to Use

• Differences from the Agent Performance

• Scope: The Agent Performance covers conversations handled independently by bots, while the Copilot Performance covers conversations in which Agents Assist supports human agents.
• Focus: The Agent Performance focuses on a bot's ability to resolve issues and its transfers to human agents. The Copilot Performance focuses on how effectively AI assists human agents and whether its answers are adopted.

• How to Use

Filters, metric cards, and detail tables work in the same way as on the Agent Performance. The difference is that these metrics are organized around scenarios in which AI assists human agents.