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 a clean overview of the key metrics for your agent, and you can drill down into each metric to get more details.
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.
Tip
By default, the Analytics tab opens to the Summary page in the traditional analytics experience.
Toggle the upgraded experience on and off with the New Analytics switch at the top of the page.
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. - Billed sessions are used to measure resource consumption.
Billed sessions are independent of analytics sessions.
Analytics sessions track user engagement with your agent and 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 a specific topic. The last non-system topic triggered—or the first system topic triggered, if no non-system topics were triggered—is associated with the analytic session.
A session will time out after 30 minutes of inactivity.
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. |
| View billed sessions (traditional analytics) | 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.