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Track conversation engagement outcomes to evaluate the effectiveness of agent interactions and identify areas for improvement.
Important
A Copilot Studio conversation between a user and an agent generates one or multiple analytics sessions. All analytics sessions are either engaged or unengaged.
Understanding analytics session outcomes
Each analytics session has an outcome:
- Unengaged sessions always have an outcome of None.
- Engaged sessions have one of the following outcomes:
- Resolved
- Escalated
- Abandoned
Engagement and outcomes
You can view conversation analytics sessions, their engagement status, and their outcomes in 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 a 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
End the conversation with the End of Conversation topic. By using this topic, the user can confirm if their issue is resolved or not, and they can escalate if needed.
When the agent confirms success, a customer satisfaction survey is displayed to the 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, set the conversationOutcome within an action. For example, use conversationOutcome: ResolvedConfirmed for confirmed success or conversationOutcome: ResolvedImplied for implied success.
Next step
Identify where your agent successfully resolves inquiries, where it falls short, and how to increase effective deflection with better routing, knowledge, and orchestration.