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Freddy Copilot reports are designed for organizations to maximize AI in customer support, offering insights into agent adoption and utilization of its features. With the introduction of Freddy Copilot capabilities, it's crucial to have a simple way to track usage and derive insights for each Freddy Copilot feature. These insights help measure and enhance agent productivity, evaluate AI effectiveness, and guide the expansion of AI applications.
Key benefits include:

  • Enhanced Visibility: Understand how agents use Freddy Copilot features and their frequency of use.
  • Productivity Measurement: Analyze AI tool adoption and usage to gauge agent performance.
  • Informed Decision-Making: Data-driven insights aid in expanding AI investments and directing agent training.
  • Optimization of Resources: Identify effective features for resource reallocation to boost impact.
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Understanding the Freddy Copilot Usage Report

The Freddy Copilot Usage Report provides a comprehensive overview of agents' use of Copilot features, segmented into three tabs: Adoption, Drill-down, and Sentiment analysis. 

Each tab has customizable filters for date range, group, and agent. These filters enhance the report's utility by allowing users to tailor the data presentation according to specific time periods, agent groups, or even individual agents.


Notes:
  • Default data view covers the last 30 days; you can customize the date range and group by filters. 
  • You can export the report data to your email or download it as a PDF. 
  • Curated reports are not editable, but you can clone or create a custom report with preferred widgets/metrics.
  • Deleted tickets will also be considered on the data shown in the widgets.

Steps to access the reports:

  1. Go to Analytics > Filter by Curated Reports.
  2. Choose Freddy Copilot Usage Report from the list of curated reports.

Adoption Tab:

The Adoption tab showcases how Copilot licenses and features are used at the feature level, offering a clear view of adoption trends through the following widgets.

Freddy Copilot Usage Widget

This widget provides a summary of engagement with Copilot features, highlighting the frequency of use and the number of agents utilizing at least one feature.

Agent Adoption Trend Widget

This widget tracks the number of agents incorporating Freddy Copilot's features over time, indicating how feature adoption evolves.

Feature Usage Widget

This widget breaks down engagement by specific features, offering insights into which functionalities are most used and by how many agents. The widget displays the following columns:

  • Feature name - This includes Freddy Copilot features such as Summarize, Rephrase, Solution Article Generator, Email Generator, Tone Enhancer, Expand Text, Conversational Knowledge Base, Sentiment Analysis etc.
  • Number of times used - This shows the total usage count of all enabled Freddy Copilot features.
  • Number of agents using the feature - This indicates the total count of agents utilizing the Freddy Copilot features.

Drill-down Tab

The Drill-down tab offers an agent-level perspective on feature usage, essential for understanding individual engagement and identifying opportunities for further training or support. 


Widgets in the Drill-down tab

Feature Usage Trend Widget

This widget visualizes the adoption and use patterns of Freddy Copilot features over selected timeframes, enabling leaders to spot shifts and make data-driven decisions on feature optimization.

Agent Level Analysis Widget

This widget delves into how each agent interacts with different features, aiding in tailoring support and training initiatives to boost feature utilization effectively.

Sentiment Analysis Tab

The Sentiment Analysis Tab offers actionable insights into how customer sentiment evolves during interactions. It helps teams measure the effectiveness of agent responses and track emotional trends over time.

Widgets in the Sentiment analysis tab:

Ticket Volume Widget

This widget displays the total number of tickets analyzed for sentiment during the selected period.

Sentiment Change Analysis Widget

This widget provides a detailed table of sentiment shifts, showing transitions from initial to current sentiment and offering insights into customer experience improvements.

Initial User Sentiment Trend Widget

This widget visualizes the trends of initial user sentiment (Positive, Neutral, Negative) over time.

Current User Sentiment Trend Widget

This widget tracks how sentiment evolves during interactions, showcasing trends in the final sentiment (Positive, Neutral, Negative).

Current User Sentiment Agent Analysis Widget

This widget breaks down sentiment results by agent, enabling managers to assess individual performance and identify areas for targeted support or training.

Current User Sentiment Group Analysis Widget

This widget analyzes sentiment trends at the group level, helping organizations evaluate team performance and align customer interactions with business goals.


By offering a detailed overview of feature adoption and effectiveness, Freddy AI Copilot Usage report empowers users to make data-driven decisions that elevate operational efficiency, agent productivity, and, ultimately, customer satisfaction.