Email Co-Pilot - Reporting

A dedicated report with Email Copilot metrics is available under Reports, in a new tab called Email Copilot. At the top, you can filter the report by time period and by channel. The report is organized into the following sections:

Insights & metrics

Real-time analytics on Email Copilot performance: response times, resolution efficiency, and AI assistance across your email conversations.

This section groups metrics into three areas - Volume, Speed, and AI Adoption. Each card includes a short description of the metric and a comparison against the previous period.

Templates usage

Most used email templates and their acceptance rate.

This section lists the templates Copilot uses most often when generating replies - how many times each template was used, and how agents responded to the replies built from them (accepted vs. edited).

Note: A single reply can draw on more than one template, so the counts in this section won't necessarily add up to the total number of replies generated.

Missing info & unanswered questions

Similar to the existing Aplysia 3 report, this section lists the questions Email Copilot wasn't able to answer (tagged accordingly) — surfacing gaps in the Knowledge Base so they can be closed.

For each one, you'll see:

Property context and date
A link to open the conversation
A link to open the related Knowledge Base document
An option to mark it as resolved

Email handling timeline — AI-assisted vs manual

Comparison of AI-assisted vs manual email handling flow.

This section compares how long it takes to draft a reply with Email Copilot against drafting one manually, so the time saved per email is clear.

It breaks down into:

Time to draft when accepting an AI suggestion
Time to draft a reply manually
Time saved per email

Adoption & usage

AI suggestion acceptance, editing, and rejection breakdown.

From this section through to the end of the report, you can filter by agent - narrow the view down to one agent, or keep it at team level.

This section shows charts on adoption and usage: how many replies were accepted, edited, or rejected.

Team metrics

This section shows detailed per-agent metrics: emails sent, average first-reply time, and acceptance rate of Copilot's suggested replies.

View the full table across all agents, or filter to one agent for their individual detail.