New updates to the Autopilot and Copilot reports let you break down results by topic and teammate so you can see which topics Autopilot handles best and spot adoption gaps and coaching opportunities. You can also now track average Smart QA scores and team performance over time. Discover how Front’s latest AI reporting updates give you greater control and clarity over your team’s AI performance:
Copilot Report: With the new Copilot by teammate table, it’s now easier than ever to track AI adoption by teammate. You can also track new metrics including:
- Suggested replies (%)
- Suggested replies sent (%)
- Suggested replies sent with minor edits (%)
Copilot report is available with access to the Copilot add-on.
Autopilot Report: See which topics Autopilot handles best with the new Autopilot by topic table. New metrics include:
- Conversations with Autopilot (%)
- Conversations resolved by Autopilot (%)
- Conversations handed off by Autopilot (%)
- Replies to resolution (avg)
- Autopilot replies to resolution (avg)
- Teammate replies to resolution (avg)
- CSAT score (%)
- Autopilot CSAT score (%)
- Teammate CSAT score (%)
Autopilot report is available with access to the Autopilot add-on.
Smart QA Report: Track service quality scores and monitor performance trends across your team with the new Smart QA score and Smart QA score over time charts. You can also have Smart QA reports delivered to your inbox by scheduling email deliveries. Smart QA report is available with access to the Smart QA add-on.