Copilot Analytics

The Copilot Analytics page shows how your team is using the AI Copilot inside the inbox — how often it's used, how fast and accurate it is, how satisfied agents are, and what it costs. It lives under Settings → AI Settings → Copilot Analytics (/settings/copilot-analytics).

The page header reads Copilot Analytics with the subtitle "AI copilot usage, performance, and cost tracking."

Admin access

This page requires admin (company management) access. Without it you'll see "You need admin access to view copilot analytics."

What is the Copilot?

The Copilot is the AI assistant agents use while handling conversations — to summarize threads, draft replies, look up orders, analyze sentiment, and more. See Inbox → AI Copilot for how it's used day to day.

Date range

A dropdown in the top-right sets the reporting period for everything on the page: Last 7 days, Last 14 days, Last 30 days (default), Last 90 days, or Last year.

KPI cards

Four headline metrics across the top:

Metric	What it shows
Total Interactions	Total conversation touches — how many times the Copilot was used in the period.
Avg Latency	Average model response speed, shown in seconds (or N/A if no data).
Satisfaction	The share of positive feedback as a percentage, with the total number of ratings below it. Shows N/A when there are no ratings.
Estimated Cost	Estimated spend in USD for the period, with total tokens used (in thousands) below.

Action Distribution

A bar chart titled Action Distribution — "Usage count per copilot action." Each bar is a Copilot action (see the action reference below), color-coded and sized by how many times it was used. If there's nothing yet, it shows "No action data available."

Feedback

A donut chart titled Feedback — "Agent satisfaction with copilot responses." It splits agent ratings into Positive (green) and Negative (red), with counts shown beneath. Empty state: "No feedback data."

Actions Breakdown

A table titled Actions Breakdown — "Performance metrics per copilot action." One row per action with these columns:

Column	What it shows
Action	The Copilot action (with its color dot).
Count	How many times it was used.
Avg Latency	Average response time in seconds (- if none).
Tokens	Total tokens used, in thousands (e.g. 12.3k).
Feedback	Positive (green +) and negative (red -) rating counts.

Empty state: "No action data for this period."

Agent Adoption

A table titled Agent Adoption — "Copilot usage per team member." It shows how each agent is using the Copilot:

Column	What it shows
Agent ID	The team member (shown as Agent #<id>).
Messages	Number of Copilot messages they sent.
Threads	Number of distinct Copilot conversations they started.
Actions Used	How many different actions they used.
Tokens	Total tokens consumed, in thousands.
Feedback	Their positive (+) and negative (-) ratings.

Empty state: "No agent usage data for this period."

Most Popular Actions

A row of badges titled Most Popular Actions, listing the top actions with their usage counts (for example, Draft Reply: 42). This section is hidden when there's no data.

Copilot actions reference

The actions tracked across the charts and tables are:

Action	Description
Summarize	Summarize a conversation.
Draft Reply	Draft a reply to the customer.
Draft Resolution	Draft a resolution for a ticket.
Customer 360	Pull together a full view of the customer.
Search KB	Search the knowledge base.
Sentiment Analysis	Analyze customer sentiment.
Suggest Next Action	Suggest the next best step.
Similar Tickets	Find similar past tickets.
Lookup Orders	Look up the customer's orders.
Auto Triage	Automatically triage a conversation.
Review Reply	Review a drafted reply.
Chat	Free-form chat with the Copilot.

Partial data

If part of the data fails to load, the page shows "Some analytics data failed to load. Displaying available data." with a Retry option, and continues to display whatever loaded successfully.

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Costs here count against your AI Credits — see the Subscription page to track and top up your balance.