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Copilot reporting

Analyze and report on how Copilot is used by teammates on your helpdesk.

Gain visibility into how Copilot is used by your teammates through Copilot reporting in your Fin workspace, including:

  • How Copilot assists teammates with customer conversations

  • How many teammates are using Copilot and to what extent

  • How Copilot is performing with your content


View Copilot reporting

To view Copilot reporting, go to Analyze > Custom Report in Fin.

If you haven't edited this report before, you’ll find a default section at the bottom called “Fin Copilot” which includes the following charts:

  • Copilot questions

  • Teammates using Copilot

  • Copilot content performance

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If you've edited your custom report, you'll need to add these charts in. To do this, hit Edit and then add a chart and search for "Copilot" to add your own metrics or visualizations.

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Understand chart data

Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.

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Hover over a chart and click Edit to change the visualization and use different chart types, add metrics, and filter or segment the data.

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Find out which teammates are power users

Editing a chart enables you to filter metrics by:

  • Agent question

  • Copilot answer

  • Teammate who asked the question

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Or segment the data by:

  • Copilot content referenced

  • Teammate who asked the question

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See questions asked to Copilot and answers provided

Use the chart drill-in to see what questions were asked to Copilot, what answers Copilot provided, and the number of sources used.

To access this, hover over a chart and select Chart drill-in.

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Here, you can filter by date and Copilot attributes.

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To see more information about the Copilot conversation, such as what inline sources and relevant sources were available, click on the Fin AI Copilot ID. This will open up a side panel showing you the question asked, the answer provided, and the relevant sources.

You can also select which columns to display and then export the chart as a CSV file for further analysis.

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