Can I measure how Copilot is helping my team?

Is Assembled’s AI Copilot worth the money? Want to know which features your team uses the most and how many people are using Copilot?

Use our detailed report to understand the impact of Copilot on agent performance and customer satisfaction metrics.

In this article:

• What is Copilot?
• What is the Copilot impact report?
• What data can I access?
• What is not in this report?
• How do I share this data?

What is Copilot?

Copilot is an AI assistant tool from Assembled — it boosts productivity, automates tasks, increases accuracy, and decreases ramp-up time for your customer service team. Read more about how it works.

What is the Copilot impact report?

The Copilot impact report can help you check how Copilot is doing. Connect your team’s performance to their Copilot usage and understand which features are the most valuable for them.

To get started:

1. In the main navigation, select Report.
2. Select Copilot impact.
3. To dig into your data, choose a date range and add any filters you’d like. You can also group the information to compare across sites, teams, or queues.

What data can I access?

The first tab, Overview, will show you team performance through the lens of Copilot usage. In it, you’ll find:

• Weekly Copilot usage rate. In this chart, you can monitor how your team is adopting Copilot by looking at week over week usage. As people use Copilot more or less, they might move between segments and you can track how that affects their performance.
• Agent performance metrics. Here, you’ll be able to see how adopting Copilot has affected your team’s performance. In this chart, you’ll be able to see what level of Copilot usage was tracked last week and how it relates to each group’s performance over time. To change your view, select a metric from the control at the upper right of the chart. Depending on your company settings, you may be able to monitor:
  • Average handle time. This measures the average time spent by each person handling solved cases. It can help you understand how Copilot usage is related to the time it takes to solve a case.
  • Solved (per occupied hour). This measures how many cases are solved per hour of time that people are logged in and actively working on customer issues. It can help you see how Copilot usage relates to productivity for your team.
  • CSAT. This tracks customer satisfaction scores from your integrated customer relationship management platforms. It can help you understand how using Copilot affects customer satisfaction after a case is resolved.
• Detailed performance. Keep scrolling down to find a table version of the same performance data, where you can examine metrics for individual people or review larger groups like sites, teams, queues, or channels. You can also break the data down by frequency of Copilot usage, to see how it affects these scores. To dig even deeper, add groupings to the data or sort by a specific attribute.

The second tab, Features, breaks down Copilot usage by what actions people are taking. You can check how often people draft a reply, wrap up a case, rewrite a message, and more. You’ll be able to view:

• Total feature usage. Review how often your team members are using specific features to understand what options are the most helpful — or the most underused.
• Copilot usage breakdown. This table shows how often specific people are using Copilot features. It can help you track performance issues, monitor adoption, and identify coaching opportunities.

What is not in this report?

The Copilot impact report shows how Copilot is helping your employees. This means it doesn’t show data about:

• Your team’s other performance metrics (like adherence or scheduled utilization). You can explore how people are doing by opening the Team performance report.
• How Assembled AI agents are helping your customers in chat, voice, or other channels. To find this, use the AI agent performance report.
• Your overall staffing or case volume. This data can be found in the Support volume report.

How do I share this data?

To share the report with someone who has an Assembled account, you can send them the link. They’ll need to sign in to access it.

Keep in mind that your team members may have different access permissions, so this report may not be visible to everyone.

To share the report outside of Assembled:

1. Choose the tab you want to share.
2. Set your date range and filters.
3. Select the Export button.
4. That’s it! Your data will be downloaded as a CSV file that can be shared with your team. If you want to redact any sensitive performance data, you can edit the CSV directly before sharing.