Introduction
This document provides a detailed explanation of the Copilot Summary template in the Report Center. It outlines the insights users can gain from the charts and identifies the specific business use cases where each chart should be reviewed
Copilot Summary Template Goals
- Deliver a High-Level Overview - Present key metrics and trends related to conversation summary volume, enabling quick insight into overall summarization activity.
- Enable Multi-Level Breakdown - Provide detailed views of summarized conversations across various dimensions, such as Group, Agent, Skill, or time period, to uncover deeper performance and usage patterns.
Overall Business Insights
- Provides visibility into how many conversations are being summarized, offering insight into coverage and usage trends across the operation.
- CSAT and TTFR can help assess the impact of summaries on customer experience and operational efficiency. Positive trends may support expanding summary enablement to additional skills or teams.
- Measures the effectiveness of auto-summary adoption and triggering. A decline may signal a technical issue, misconfiguration, or gaps in logic that need investigation.
Dashboard Overview
- Top Data Bar
- The top row of the report provides a high-level overview of the conversation summary volume:
- Conversation Summary Rate - Percentage % of total conversations which has a summary generated
- Total Summaries - Total number of summaries generated. This takes into account both the transfer and the close summary
- Total Conversation Close Summary - Total number of summaries generated after the conversation was closed
- Total Transfer Summary- Total number of transfer summaries generated
- Transfers Summaries By Skill
- This chart provides insights into the percentage of conversation summaries generated after a transfer, broken down by skill. Note that summaries are attributed to the receiving skill—the one the conversation was transferred to, rather than the original initiating skill.
3. Conversation Close Summary By Skill
This chart provides insights into the percentage of conversation summaries generated after conversation closure, broken down by skill.
4. Conversation Summary Volume | By Date
This view offers users a comprehensive overview of conversations for which summaries were generated. The bar chart compares the volume of summaries created after a transfer versus those created after conversation closure, segmented by date.
Business Use Cases:
Identify Summarization Patterns Over Time - Spot trends in when and how summaries are being created, whether post-transfer or post-closure, and how these patterns evolve over time.
5. Summarization Detail Grid | by Skill
A comprehensive breakdown of summarization data, offering insights into summarization metrics attributed to each skill name.
6. Summarization Detail Grid | by Group Name
A comprehensive breakdown of summarization data, offering insights into summarization metrics attributed to each Agent Group
Primary Metrics List
Name | Type | Definition |
|---|
Conversation Summary Rate | Measure | The percentage of total conversations that had a summary generated, either after transfer or after the conversation was closed. This metric is calculated by dividing the number of conversations with a generated summary by the total number of conversations within the selected timeframe. |
Total Summary
| Measure | The total number of summaries generated, including those created after a conversation was transferred and after it was closed. |
Total Transfer summary | Measure | The total number of summaries generated after a conversation was transferred to a human agent and/or bot. A new summary is generated each time the conversation is transferred. |
Total Conversation Close Summary | Measure | The total number of summaries generated after a conversation was closed. A closed summary is generated each time a conversation is closed. |