AI Summary Analytics report is available under the “AI Agent Copilot” section of Analytics.
Metrics in the AI Summary 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 Summary Analytics report in the AI Agent Copilot section are Adoption Rate, AI Summaries per issue, Agent Adoption Rate, Time to Resolve, Issues Trend, Adoption Rate Trend, Agent Adoption Rate Trend, and many more.
A new filter is available in the AI Summary Analytics report as below:
| Filter | Description | Examples |
| Feature Filter | Filters issue data with or without AI Summary. To view the feature data, you need to unselect the Without AI Summary 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 Summaries per issue | Average number of AI-generated summaries per resolved issue. | Total number of summaries generated/Total number of resolved issues where summaries generated |
| Adoption Rate | Percentage of resolved issues with an AI-generated summary. | Total resolved issues where summaries generated/ Total resolved issues* 100 |
| Agent Adoption Rate | Percentage of active agents who used AI-generated summaries at least once. | Agents who used summaries at least once/Total active agent * 100 |
Note:
- The AI Summary Analytics report is only available for customers who have enabled the AI Summary feature.
- To interpret metrics like Adoption Rate and AI Summaries per issue accurately, use both With AI Summary and Without AI Summary views together.
For example, a report may show an Adoption Rate of 100% when With AI Summary filter is applied, but 0% when Without AI Summary 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 AI Summary feature, please refer to the AI Agent Copilot: AI Summary 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 Reply 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.