Measuring agent outcomes
Tracking conversation engagements and outcomes is crucial to measure the agent performance metrics and spot areas for improvements in the analytics dashboard.
Important
A Copilot Studio conversation between an end-user and an agent generates one or multiple analytics sessions. All analytics sessions are either engaged or unengaged.
Understanding analytics sessions outcomes
Analytics sessions each have an outcome:
Unengaged sessions always have an outcome of None.
Engaged sessions have one of the following outcomes:
- Resolved
- Escalated
- Abandoned
Engagement and outcomes
Conversation analytics sessions, their engagement status, and their outcomes are available as part of the analytics dashboard or in the ConversationTranscript table in Dataverse.
| Engagement | Outcome | Definition |
|---|---|---|
| Unengaged | None (None) |
All unengaged sessions have an outcome of None. |
| Engaged | Escalated (HandOff) |
A session is considered escalated when the Escalate topic is triggered, or the Transfer Conversation node is reached. |
| Engaged | Resolved (Resolved) |
A session is considered resolved when the End of Conversation topic is triggered and the user confirms that the interaction was a success (impliedSuccess = FALSE) or doesn't answer and lets the session time out (impliedSuccess = TRUE). |
| Engaged | Abandoned (Abandoned) |
A session is considered abandoned when an engaged session ends and didn't reach a resolved or escalated state. |
Properly ending conversations to measure outcomes
It's important to end conversation with the End of Conversation topic, so that the end-user can confirm their issue was resolved or not (and potentially escalate).
When the agent confirms success, a CSAT survey is displayed to the end-user to capture a 0-5 score.
If you're certain of the outcome of a conversation based on the topic logic, you can directly flag it as a confirmed success or redirect to the Escalate topic.
Tip
In the unified authoring canvas, in the code editor, you can set the conversationOutcome within an action. For example conversationOutcome: ResolvedConfirmed for confirmed success or conversationOutcome: ResolvedImplied for implied success.