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Measure agent performance by tracking conversation engagement rates and outcomes to identify areas for improvement.
Understanding conversations and analytics sessions
A single conversation between a user and an agent can generate one or multiple analytics sessions, typically when the user has new questions after an initial topic conversation path completes.
Note
Analytics sessions and billed sessions are distinct concepts.
Engaged and unengaged analytics sessions
Analytics sessions are either unengaged (default) or engaged. The Copilot Studio analytics dashboard uses this distinction.
Tip
If you have a custom analytics strategy, you can track analytics session engagement in conversation transcript records in Dataverse.
In a conversation transcript record content, the engagement status of a session (unengaged or engaged) is available as part of the SessionInfo activity, in the value type.
The following rules apply to analytics sessions:
- A session starts when a user interacts with the agent or when the agent sends a proactive message to the user.
- The analytics session begins in an unengaged state.
- An analytics session becomes engaged when the user enters either a custom topic or the Escalate topic.
- The last custom topic triggered—or the first system topic triggered, if no custom topics were triggered—is associated with the analytics session.
Note
An agent that proactively starts a conversation or an agent that you place on a website can increase the total number of sessions and the number of unengaged sessions.
Next step
Define and track the business‑relevant results your agent is expected to achieve, such as successful task completion, satisfaction scores, or operational impact.