Publish agents and analyze performance
After your agent content has been created, it needs to be published so that customers can engage with it. Published agents can be made available across multiple platforms and channels. Before an agent can be added to channels, interacted with, or used by team members, it needs to be published at least once. For example, an agent can be deployed to organizational websites, mobile applications, and messaging platforms such as Microsoft Teams or Facebook.
Publishing agents as you make changes also ensure that customers are engaging with the latest agent content. For example, if your organization's store hours change, after you have edited the Store Hours topic to reflect the changes, you need to publish it again from within the Microsoft Copilot Studio portal. After the agent has been published again, the updated content is used by all channels that the agent is configured on.
Security
Before you publish your agent, you need to configure security and authentication settings. This ensures not only that users are able to access the data in the agent, but that it can be deployed to the necessary channels later. Security settings are available by selecting Settings > Security. There are three options for configuring Authentication in your agent.
No authentication – No authentication is required; the agent is able to be used publicly on any channel.
Authenticate with Microsoft – Uses Microsoft Entra ID authentication in Teams and Power Apps to authenticate users. The agent is available on Teams and Power Apps channels. This is the default setting.
Authenticate manually – You configure either Microsoft Entra ID or OAuth2 authentication. The agent is available on any channel.
Publish an agent
When you're ready to publish your agent, select the Publish tab on the side navigation pane. During the publishing process, the agent is checked for errors. Agent publishing typically takes a few minutes. When the publish is successful, the top of the page displays a green banner indicating that everything worked correctly. If errors are detected, you're notified through a message that is displayed in the application.
Before the agent is deployed to the different channels that use it, you might want to gain feedback from other team members. When an agent is first published, it can be made available to the demo website. You can provide the demo website's URL to team members or stakeholders to try it out. The advantage of using the demo website is that the experience is different than testing the agent during the design process. The test agent experience is only intended to allow agent authors to test it. So the demo website link increases the pool of users that can test and provide feedback that is related to the overall experience of the agent.
To add an agent to the demo website, select the demo website link under Share your agent. This webpage demonstrates what your agent looks like to a user who comes to your webpage. The agent canvas is at the bottom. You can interact with it by entering text in the window or by selecting a starter phrase from the provided options.
Now that the agent is published, you can begin to deploy it to other channels. Channels that your agent can be published to include Telephony channels, Websites, Facebook, Slack, Line, GroupMe, and more.
For more information, see publishing your agent to other channels.
Analyze the performance of your agent
After an agent is deployed and customers are interacting with it, statistics that are related to the agent will become available. You can access this information through the Analytics tab in the side navigation pane. This pane provides key performance indicators (KPIs) that show:
The volume of sessions that your agent has handled
How effectively your agent was able to engage users and resolve issues
Escalation rates to agent makers
And abandonment rates during conversations.
You can also find customer satisfaction information at the KPI level and in the Customer Satisfaction tab.
You can view detailed session history and transcripts by selecting Sessions from the Analytics tab. This option enables you to download a file with the full session transcript. It can be a helpful way for you to adjust the performance of your agent and change the content in your topics to improve your agent's efficiency.