The AI Agent Copilot Overall Analytics report is available under the “AI Agent Copilot” section of Analytics. This report covers the AI Agent Copilot (Overall) analytics report.

Metrics in the AI Agent Copilot Overall Analytics report for the AI Agent Copilot section can be reviewed across various filters like:

  • Date
  • App
  • Platform
  • Language
  • Feature Filter

Key metrics explored within the AI Agent Copilot Overall Analytics report in the AI Agent Copilot section are Adoption Rate, AI Agent Copilot Intent Rate, Time to Resolve, CSAT, Issue Trend, Agent Adoption Rate Trend, CSAT Trend, and many more.

 A new filter is available in the AI Agent Copilot Overall Analytics report as below:

FilterDescriptionExamples
Feature Filter

Filters issue data with or without AI Agent Copilot.

To view the feature data, you need to unselect the Without AI Agent Copilot option.

This filter will contain the following two values:

  • With AI Agent Copilot: filters data for issues where AI Agent Copilot is used.

  • Without AI Agent Copilot: filters data for issues where AI Agent Copilot is not used.

Detailed information on each metric can be found in the Glossary. Please refer to the table below for more details:

MetricWhat does it measure?How do we calculate it?
Adoption Rate

Percentage of resolved issues where an AI Agent Copilot feature was used.

AI Sentiment is not included in this usage.

Resolved issues where any AI Copilot feature was used/Total issues resolved * 100
AI Agent Copilot Intent RatePercentage of issues with intents where an AI Agent Copilot feature was used.Copilot issue with Intents/Total issues with Intent*100

Note:

  • The Trends Analytics report is only available for customers who have enabled any one of the AI Agent Copilot features.
  • To interpret metrics like Adoption Rate and AI Agent Copilot Intent Rate accurately, use both With AI Agent Copilot and Without AI Agent Copilot views together.
    For example, a report may show an Adoption Rate of 100% when With AI Agent Copilot filter is applied, but 0% when Without AI Agent Copilot filter is used. This contrast highlights that adoption is limited to the filtered segment and not representative of overall usage.

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 other AI Agent Copilot Analytics reports, please refer to the below articles:

For more details, please refer to the Helpshift Analytics page.

For details of the definition for each metric, please refer to the Glossary page.