Gain visibility into how Fin AI Copilot is used in your workspace through the Fin AI Copilot report. You’ll find this report under Reports > Human Support > Fin AI Copilot.

The report gives you insight into:

How Fin AI Copilot is used to assist customer conversations.
How many teammates are using Fin AI Copilot and how much.
How individual teammates are using Fin AI Copilot.

This report also contains charts that you can drill into, so that you can see exactly what questions were asked to Fin AI Copilot and what answers were provided.

Charts

Chart title	Description	Metric used	Notes
Percentage of conversations using AI Copilot	Percentage of conversations across the workspace where Fin AI Copilot was used at least once. This only includes conversations and customer tickets with at least one teammate and one user reply.	Fin AI Copilot conversation assistance rate	Fin AI Copilot assistance is defined as when at least one Fin AI Copilot question is asked. The timestamp used for this chart is the time the customer conversation started at. This only reports on: Fin AI Copilot assistance on conversations and Customer tickets, and does not cover Fin AI Copilot assistance on Tracker tickets or Back-office tickets. Conversations or customer tickets with at least one teammate and one user reply. This is so that we exclude conversations where we expect Fin AI Copilot would not be used. For example, in outbound conversations where there is no user reply, or conversations resolved by Fin AI Agent where there is no teammate reply.
Conversations using AI Copilot	Absolute number of conversations where Fin AI Copilot was used at least once, across the workspace. This only includes conversations which have at least one teammate and one user reply.	Fin AI Copilot assisted conversations	This is the numerator of Conversation assistance rate and is provided in order to contextualize the percentage above. Note: This is not the same as a one unit of included usage.
Percentage of conversations with a copied AI Copilot answer	Percentage of conversations and customer tickets where at least one AI Copilot answer was copied. This only includes conversations where there is a teammate (not bot) reply, a customer reply, and at least one AI Copilot answer.	Conversations with one AI Copilot answer copied Replied conversations with at least one AI Copilot answer	Copying is defined as either manually copying an answer or clicking on the “add to composer” button.
Teammates using AI Copilot	Absolute number of teammates across the workspace who have used Fin AI Copilot at least once during the report’s date range.	Teammates using Fin AI Copilot	Usage of Fin AI Copilot is defined as having asked at least one question to Fin AI Copilot.
AI Copilot questions	Absolute number of questions asked to Fin AI Copilot.	Fin AI Copilot questions
Percentage of conversations using AI Copilot over time	Percentage of conversations across the workspace with at least one human reply, where Fin AI Copilot was used at least once, over the selected period of time.	Fin AI Copilot conversation assistance rate
Teammates using AI Copilot over time	Absolute number of teammates who have used Fin AI Copilot at least once during each unit of time.	Teammates using Fin AI Copilot
Teammate overview	This shows a per teammate breakdown of: Fin AI Copilot conversation assistance rate Assisted conversations (numerator of conversation assistance rate) Replied conversations (denominator of conversation assistance rate) Number of Fin AI Copilot questions	Teammates using Fin AI Copilot Fin AI Copilot involved conversations	Teammates are only included in this table if they have at least one of the metrics in this table > 0.

Metrics available in custom reports

The following metrics can be used when building custom reports.

Metric name	Timestamp used	Description	Teammate association
Fin AI Copilot conversation assistance rate	Conversation started at	Percentage of conversations and customer tickets where Fin AI Copilot was used at least once. This includes only conversations and customer tickets where there is at least one teammate reply and user reply.	Teammates are associated with a conversation if they have sent a reply to it (not bots/workflows).
Fin AI Copilot assisted conversations	Conversation started at	Number of conversations or customer tickets where at least one Fin AI Copilot question was asked.	Teammates are associated with a conversation if they have sent a reply to it (not bots/workflows).
Replied conversations	Conversation started at	Number of conversations and customer tickets. This only includes conversations where there is a teammate reply and a user reply.	Teammates are associated with a conversation if they have sent a reply to it (not bots/workflows).
Teammates using Fin AI Copilot	Fin AI Copilot question asked at	Total number of teammates that have used Fin AI Copilot at least once.	Usage is defined as having asked Fin AI Copilot a question at least once. Teammate is associated with a question if they asked Fin AI Copilot the question.
Fin AI Copilot questions	Fin AI Copilot question asked at	Total number of questions asked to Fin AI Copilot.	Teammate is associated with a question if they asked Fin AI Copilot the question.
AI Copilot copied answer rate	First user conversation part created at	Percentage of conversations and customer tickets where at least one AI Copilot answer was copied. Copying is defined as either manually copying an answer or clicking on the “add to composer” button. This only includes conversations where there is a teammate (not bot) reply, a customer reply, and at least one AI Copilot answer.	Teammates are associated with a conversation if they have sent a reply to it.
Conversations with one AI Copilot answer copied	First user conversation part created at	Number of AI Copilot conversations where at least one answer was copied. This only includes conversations where there is a teammate (not bot) reply, a customer reply, and at least one AI Copilot answer.	Teammates are associated with a conversation if they have sent a reply to it.
Replied conversations with at least one AI Copilot answer	First user conversation part created at	Number of conversations and customer tickets where there is at least one AI Copilot answer on the conversation. This only includes conversations where there is a teammate reply and a customer reply.	Teammates are associated with a conversation if they have sent a reply to it.

Attributes available in custom reports

Attribute name

Description

Copilot used

Number of times Copilot was used to search for an answer (regardless of whether an answer was delivered or not).

This attribute can be used to segment, view and filter charts and helps customers understand impact on business metrics e.g. on Customer Satisfaction (CSAT), Average Handling Time (AHT), number of replies to close.

Note: When using this attribute, it's important to carefully interpret the results, as they may be significantly affected by selection bias. For instance, the AHT for conversations using Copilot might be higher than for those without it. This difference could be because Copilot is used for more complex conversations that naturally take longer to resolve. We recommend always applying some judgment when interpreting these numbers and using additional ways to measure Fin AI Copilot's impact on efficiency.

See questions asked to Fin AI Copilot and answers provided

Through the Fin AI Copilot report, you can see what questions were asked to Fin AI Copilot, what answers Fin AI Copilot provided and the number of sources used.

To access this, click the Explore all questions button on the “Fin AI Copilot questions” chart.

Filter by date and teammate and hover over a question or answer to expand it.

To see more information about the Fin AI Copilot conversation, such as what inline sources and relevant sources were available, click on the Fin AI Copilot ID, the Agent question or the Fin AI Copilot answer. This will open up a side panel showing you the question asked, the answer provided, and the relevant sources.