Optimize and track the impact of Copilot and Autopilot with key insights into performance, AI-driven actions, and knowledge enhancements. See how AI is solving tickets over time, refine its knowledge by expanding KBAs, and boost its capabilities by assigning agents to end users and syncing key integrations. From optimization status to actionable insights, everything you need to enhance support for your team and end users is in one place.
Note: Full admin permissions are needed to access AI Center (on the sidebar).
Overview
Welcome to the Overview tab, your central hub for tracking the impact of Copilot and Autopilot on your team's efficiency and your end users' joy.
Note: The Overview tab is currently available to Autopilot users only and will soon be available to both Copilot and Autopilot users.
Performance stats
Get key metrics at a glance, including the percentage of tickets solved, the re-open rate, end-user satisfaction, and the number of articles referenced. Click the dropdown to select 7, 30, or 90 days.
Tickets solved over time
Visualize your team's success — and how it's benefitting from Autopilot and Copilot — with a graph showing the number of tickets solved by AI, assisted by AI, and total tickets over selected time periods (7, 30, or 90 days).
Top AI agent insights
Discover the most valuable insights generated by AI, showcasing the recommendations that have made a real difference. This section highlights the impactful suggestions your team has implemented to enhance operations.
Actionable insights
Uncover insights generated from recurring trends, including suggested knowledge base articles to address common issues and scripts to automate future resolutions. Browse available insights, choose to review or postpone them, and implement what best fits your workflow. Actionable insights are organized into three tabs: Available, Postponed, and Implemented, making it easy to track and manage recommendations.
Available insights
Available insights — based on recent account activity — are at your fingertips. These include AI-generated scripts and knowledge base articles that you can use to enhance your team's efficiency.
To review an available insight, expand it and click Review script / Review article to preview the script or article before adding it to your script library or knowledge base.
Postponed insights
Postponed insights give you the flexibility to review at your convenience. You can choose to implement them later or archive them if they're not needed.
Implemented insights
Implemented insights are your go-to reference for AI suggestions that you put into action — a space to appreciate the valuable insights you've chosen to implement.
Optimize AI
Empower Copilot and Autopilot to better assist both you and your end users, ensuring they can reference a broader range of KBAs, perform key actions and streamline troubleshooting.
Optimization status
Displays the completion percentage for the selected site.
Displays the completion percentage for the selected customer.
Optimization breakdown
Balance your AI’s knowledge and actions (think of it as a skill tree). Expand its knowledge by implementing suggested KBAs or manually adding KBAs. Enhance its actions by implementing suggested scripts, assigning agents to contacts, syncing with Azure and Microsoft 365, and connecting your domain environments.
AI knowledge
Knowledge base insights based on your existing documentation provides contextual, personalized solutions for common issues. Ensure your team and end users receive the best possible suggestions by regularly updating your knowledge base.
AI actions
Copilot and Autopilot can perform actions directly on end-user devices, like installing a network printer locally or managing AzureAD groups and resetting passwords remotely. Ensuring your contacts are set up properly helps maximize the service’s potential, making support seamless and efficient for both local and cloud-based tasks.
End users
Assign agents and add phone numbers to your end users for seamless troubleshooting. For more info, see:
Azure AD and Microsoft 365
Sync your end users with Azure AD and Microsoft 365 for more accurate and personalized support, leveraging up-to-date contact information.
For more information syncing users, see:
For more information syncing contacts, see:
Note: If you're not using AzureAD, don't worry. Just make sure other areas, like contacts and phone numbers, are properly set up to maximize Copilot's and Autopilot's full potential.
Domains
Connect all your domains to enable password resets, simplifying and automating user management for improved security and efficiency. You can reset passwords for local users, users managed by the domain controller (when connected), and Azure AD users (after syncing).
Note:
- New passwords will be sent to end users via SMS.
- If you're not monitoring a domain environment, no worries. Just ensure other areas, like contacts and phone numbers, are properly set up to fully leverage Copilot's and Autopilot's capabilities.
To connect to a domain:
1. Click Connect domain alongside the domain controller you want to connect to.
The Domain Controller settings window appears.
2. Enter the username and password (admin credentials for the domain controller), without the domain. Then click Save.
