AI Reply Analytics report is available under the “AI Agent Copilot” section of Analytics.
Metrics in the AI Reply Analytics report for the AI Agent Copilot section can be reviewed across various filters like:
- Issue Creation Date
- App
- Platform
- Language
- Feature Filter
Key metrics explored within the AI Reply Analytics report in the AI Agent Copilot section are AI Replies per issue, Agent Adoption Rate, Time to Resolve, CSAT, Issues Trend, CSAT Trend, Agent Adoption Rate Trend, and many more.
A new filter is available in the AI Reply Analytics report as below:
| Filter | Description | Examples |
| Feature Filter | Filters issue data with or without AI Reply. To view the feature data, you need to unselect the Without AI Reply option. | This filter will contain the following two values:
|
Detailed information on each metric can be found in the Glossary. Please refer to the table below for more details:
| Metric | What does it measure? | How do we calculate it? |
| AI Replies per issue | Average number of AI Replies inserted per resolved issue. | Total number of suggest response inserted/Total (resolved) issues where suggest response inserted |
| Agent Adoption Rate | Percentage of active agents who requested AI Reply at least once. | Agents who requested suggest response at least once/Total active agent * 100 |
Note: The AI Reply Analytics report is only available for customers who have enabled the AI Reply feature.
The metrics mentioned above is also available in table format. You can also download the data for every table in various formats by clicking on the download option.
For information about AI Reply feature, please refer to the AI Agent Copilot: AI Reply page.
For information about other AI Agent Copilot Analytics reports, please refer to the below articles:
- Helpshift Analytics: AI Agent Copilot Overall Analytics
- Helpshift Analytics: AI Sentiment Analytics
- Helpshift Analytics: AI Summary Analytics
- Helpshift Analytics: AI Compose Analytics
For more details, please refer to the Helpshift Analytics page.
For details of the definition for each metric, please refer to the Glossary page.