Plan requirement
| Subscription | Suite Professional or higher |
| Also required | Copilot |
| Access | Admin |
What Copilot is doing across the team, and how to read it without turning a tool into a performance measure.
Look at it
- Open Explore.
- Find the Copilot activity reporting.
- Compare against the period before.
- Split by group rather than by person.
The question worth asking
Did handling time fall on the ticket types where Copilot is used, without quality falling? That is one comparison, and it answers whether the add-on is paying for itself.
Group level, not individual
Per-agent usage looks like a productivity measure and will be read as one, whatever you say. The moment it is, agents accept suggestions they would otherwise improve, and the reply quality falls while the numbers rise.
Group level answers the business question and avoids that entirely.
Low usage in one group
Usually means the work does not suit it, or the knowledge base does not cover that area. Both worth knowing; neither is a problem with the agents.
Read quality alongside
Satisfaction, reopens, and repeat contacts on the same subject. Faster replies that come back a day later are not faster.
Look at the seats
Agents with access who never use it are the clearest number here. Either reassign the seat or find out what is in the way.
Report it in one line
Handling time on the affected ticket types, before and after, with quality flat. That is what a budget holder needs and it fits in a sentence.
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