Key concepts – Analytics in Copilot Studio
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.
Note
This article describes the modern analytics experience. The classic chatbot analytics experience is no longer available by default. However, you can request access to it by contacting technical support.
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.
Sessions and conversations
Analytics for agents in Copilot Studio are based on 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.Analytics sessions track user engagement for your agent.
Analytics sessions try to capture how well your agent handles user tasks.
A single conversation can contain one or more analytics sessions, and each session is associated with:
The last custom topic directly triggered by a user phrase.
If no non-system topic was triggered, then the last system topic triggered by a user phrase.
If none of the above, then a topic not directly triggered by a user phrase.
Only topics that are triggered by a user phrase are included in analytics data. A session will time out after 36 minutes of inactivity.
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.
Download 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.
Related content
| Article | Description |
|---|---|
| Review and improve agent effectiveness (new analytics) | 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. |
| Analyze agent performance and usage (traditional analytics) | Review overall analytics for your agents. |
| Analyze your agent's customer satisfaction metrics (traditional analytics) | Identify overall trends in customer satisfaction, and where satisfaction is falling behind. |
| Analyze topic usage (traditional analytics) | See how individual topics are doing and how well they're working at resolving issues. |
| Analyze session information (traditional analytics) | Review and monitor how sessions are doing, including analytics from the topics triggered during a session. |
| Manage message capacity | Understand how sessions are being billed, based on their usage. |
| Understand conversation transcripts from Power Apps (traditional analytics) | 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.
Note
Agent analytics features aren't yet available for Copilot Studio US Government Cloud plans. In the meantime, you can use a custom analytics solution to create a Power BI dashboard to get analytics in these plans.