AI Copilot Reports are designed to provide insightful, data-driven analytics and assistance to streamline workflows, enhance decision-making, and improve productivity. This guide offers a detailed understanding of what AI Copilot Reports are, their key features, and how to use them effectively.

Accessing the AI Copilot Report

To access the AI Copilot Report:

1. Log in to your BoldDesk portal.

2. Navigate to Reports Module > AI Usage Dashboard > Conversation Report tab.

   

3. You may select either an agent or a group to observe how they are utilizing the AI Copilot.

Overview Statistics Metrics

The overview statistics widget provides the following metrics:

• Copilot Questions: Represents the total number of questions asked by agents to the AI Copilot during conversations. This metric helps measure agent engagement with the AI, indicating how frequently users rely on it for support or information.
• Answered Questions: This is the number of agent questions that were successfully answered by the AI Copilot during conversations. This metric reflects the AI’s ability to understand queries and provide relevant, helpful responses. A high count indicates strong AI performance and effective customer engagement, while lower numbers may highlight areas for improvement in training or configuration.
• Unanswered Questions: The total number of agent questions that the AI Copilot was unable to answer. These may result from unclear queries, unsupported topics, or limitations in the AI’s training or configuration. Tracking unanswered questions helps identify gaps in the AI’s knowledge base and areas where improvements may be needed.

Conversations Widget

This widget presents a detailed table of all interactions involving AI Copilot. Each row includes:

• Conversation: The actual question asked.
• Brand: The brand associated with the query.
• Category: Indicates if the query was handled by Global Copilot or a specific category.
• Created On: Timestamp of when the question was asked.
• Details: A link to view the full conversation and AI response.

Filtering Options

Customize your report view using filters to analyze AI Copilot performance over a specific time period or by team and agent.

• Date Range Filter.
• Group and Agent Filter

1. Date Range Filter

Analyze AI Copilot interactions within a specific time frame. The selected date range applies globally across all widgets.

2. Groups & Agent Filters

This filter allows you to analyze AI Copilot performance either by Group or by individual Agent, but not both simultaneously. You can choose one filtering method depending on the level of detail you need.
To filter by Group or Agent:

• Click on the Group or Agent option.

• Open the Group or Agent dropdown.

• Select one or more support teams or agents to view their performance.

  

Save View

Use Save View to preserve your customized report layout for future access.

Steps:

1. Click Save View.

   

2. Enter a View Name (required).

3. Choose an Access Level:

   • Private – Only you can see it.

   • Any Agent – All agents can access.

   • Group – Only selected groups can view.

     

4. Click Save to confirm.

   

Frequently Asked Questions (FAQs)

1) What are AI Copilot Reports in BoldDesk?
Analytics that show how agents use AI Copilot—helping you streamline workflows, make data‑driven decisions, and improve productivity.

2) How do I access the AI Copilot Report in BoldDesk?
Log in to BoldDesk → Reports Module → AI Usage Dashboard → Conversation Report tab.

3) Which metrics are shown in the overview statistics metrics within Conversation Report tab in the AI Usage Dashboard?

• Copilot Questions: Total questions agents asked Copilot.
• Answered Questions: Questions Copilot successfully answered.
• Unanswered Questions: Questions Copilot couldn’t answer (useful to spot knowledge gaps).

4) What is included in the Conversations widget within Conversation Report tab of the AI Usage Dashboard?
A table with Conversation (the question), Brand, Category (Global Copilot or specific category), Created On, and Details (open the full thread and response).

5) What filters can I use within Conversation Report tab of the AI Usage Dashboard?
Date Range, plus Groups or Agent (performance by team or individual).