Use analytics to understand how well your agent is performing and to identify areas for improvement.
The Analytics tab in Copilot Studio shows you comprehensive data for your agent, from an overview of key metrics to in-depth usage analytics for your agent's components. You can drill down into each piece of data to get more details.
Analytics are available in all geographies. Times in analytics are in Coordinated Universal Time (UTC). This includes day start and end times, session times, and any other time markers in your agent's data.
Note
This article describes the modern analytics experience. The previous analytics experience is available for legacy chatbots only.
Analytics aren't available on the Analytics page for activity completed when you test your agent in Copilot Studio using the test panel.
To access analytics:
Select your agent under the Agents tab in Copilot Studio.
Go to the Analytics tab in the agent's top menu bar.
You can also check a high-level performance summary on an agent's Overview page, then dive deeper into its performance.
Conversational sessions
Analytics for conversational agents in Copilot Studio track user engagement with your agent and try to capture how well your agent handles user tasks.
Conversational analytics uses the following concepts and terms:
Conversations are an ongoing interaction between a specific user, or group of users, on a channel and your agent.
Conversations can pause and resume later, or be transferred to a customer service representative. The conversation might be one-way, either from the customer to the agent, or from the agent to the customer, but is more commonly a back-and-forth interaction between the customer and the agent.
A conversation will time out after 36 minutes of inactivity.
A single conversation can contain one or more analytics sessions.
An analytics session in classic mode is associated with the last custom topic triggered by a user. If the session doesn’t include custom topics, it will be the last system topic triggered directly by the user.
An analytics session for agents with triggers tracks from when an agent receives a payload from a trigger through any actions the agent runs in response. These analytics sessions capture what your agent is responding to, and how well your agent performs.
Note
If a trigger fails and the agent doesn't receive a trigger payload, an analytics session can't begin. Only successfully triggered runs are tracked in analytics.
Download conversational transcripts
Conversation transcripts are available for download about 36 minutes after an analytic session ends. You can download any time period within the last 29 days. You can download them in Dataverse via the Power Apps portal and as session chat transcripts via the Copilot Studio app. It can take up to an hour after the analytic session ends before the related data appears on the analytics dashboard.
Note
Conversation transcripts in Dataverse are unavailable for download on the Copilot Studio app in Teams. To review and export transcripts in Dataverse, you need to sign up for the Copilot Studio web app. Session chat transcripts can be downloaded via the Copilot Studio app. For more information, see Download agent session transcripts.
Use aggregated metrics to identify how users are engaging with the agent, how well the knowledge sources are being utilized, and overall user satisfaction and feedback.
Export conversation transcripts from Dataverse and create custom reports.
Note
Conversation transcripts in Dataverse are unavailable for download on the Copilot Studio app in Teams. To review and export transcripts in Dataverse, you'll need to sign up for the Copilot Studio web app. Session chat transcripts can be downloaded via the Copilot Studio app. For more information, see Download agent session transcripts.
Transcripts are available for download about 20 minutes after an analytic session ends, as conversation transcripts in Dataverse via the Power Apps portal and as session chat transcripts via the Copilot Studio app. It can take up to an hour after the analytic session ends before the related data appears on the analytics dashboard.
In the classic version of Copilot Studio, conversation transcripts in Dataverse are available approximately six hours after the analytic session starts.
As a Microsoft Dynamics 365 customer experience analyst, you’re responsible for configuring, customizing, and expanding the functionality of Dynamics 365 Sales to create business solutions that support, automate, and accelerate the company's sales process.
