Overview

The ‘Copilot’ report shows how teammates use Copilot, the AI assistant that helps your team draft replies in the Inbox. It answers how much of your conversation volume gets Copilot assistance, how often teammates actually use the answers it suggests, and which knowledge sources those answers draw on.

Go to the Reports tab and create a new report. Select the ‘Copilot’ template to get started quickly.

Copilot usage and performance

Copilot usage at a glance

The report opens with five KPIs summarizing Copilot activity in the selected period:

• ‘Copilot conversation assistance rate’ - the share of reportable conversations where a teammate used Copilot

• ‘Copilot questions’ - the number of prompts teammates submitted to Copilot

• ‘Copilot assisted conversations’ - the number of unique conversations with at least one Copilot interaction

• ‘Copilot copied answer rate’ - of the Copilot-assisted conversations, the share where a teammate copied, inserted, or sent an answer

• ‘Teammates using Copilot’ - how many different teammates used Copilot

Two column charts follow, plotting ‘Copilot conversation assistance rate’ and ‘Teammates using Copilot’ over time, so you can see whether adoption is growing.

Teammate overview

The ‘Teammate overview’ table breaks usage down by the teammate who asked, with columns for Copilot conversation usage rate, Copilot assisted conversations, Copilot questions, and Copilot copied answer rate.

Read the usage rate and the copied answer rate together: a teammate high on both has made Copilot part of their workflow, while a high usage rate with a low copied answer rate suggests the answers aren't landing for the questions they ask.

Copilot content performance

The ‘Copilot content performance’ table groups Copilot questions by the source referenced in the answer - the Help Center articles, macros, and other knowledge Copilot draws on. For each source it shows Copilot questions and the Copilot copied answer rate, with a summary row across all sources. Sort by Copilot questions to find the sources Copilot uses most, then compare their copied answer rates.

An answer can reference several sources, so a question counts toward every source it used. Sources with many questions but a low copied answer rate are your best candidates for a content update: teammates keep hitting them, but the answers aren't good enough to send.

Customize this report

The built-in template is read-only. Click Use this template to create your own report seeded with these charts - then add, remove, or reconfigure charts like in any custom report. The template stays unchanged for the rest of your team.

Your copy starts with the dynamic Teammate filter ready in the report header - pick a teammate to scope every chart to them. You can also change the date range, or add charts from the Copilot dataset, including the Copilot time saved estimate.

Learn more about customizing reports →

Copilot report use cases

Find out which teammates are power users

Sort the ‘Teammate overview’ table by Copilot questions to find your team's most frequent Copilot users, then compare their usage and copied answer rates.

See questions asked to Copilot and answers provided

Use Drill-in to see the questions teammates asked, Copilot's answers, the sources referenced, and whether each answer was used. In the table, filter by date, teammate, or Copilot attributes, choose which columns to display, and export the rows to CSV if needed.

FAQs