The Agent usage report provides visibility into how agents are using the copilot tool. This report can be helpful for answering questions like "Who are my power users?", "Which buttons are agents loving the most?", "How is our usage tracking over time?". 

Navigating the report

You can view the usage in aggregate on the right hand side of the report. You can filter to any date range from the top left corner.

You can also view the individual usage metrics for users. By sorting Total usage or other columns, you can identify your overall top users and top users for each button. Selecting an individual user will also allow you to track their usage over the specified date range. 

If you'd like to use this data for your own reporting, please see Usage tagging in Zendesk.

Metrics Glossary

• Total usage: The total number of times the agent used Assist
• Question & answer messages: The number of messages sent to Assist for standard question & answer interactions
• Replies drafted: The number of times the agent used Assist to help draft a customer reply
• Compose from notes: The number of times the agent used Assist to compose a reply from notes
• Summaries created: The number of times the agent used Assist to summarize a ticket
• Initial greetings created: The number of times the agent used Assist to create an initial greeting
• Wrap up tickets: The number of times the agent used Assist to wrap up a ticket