Analysis in Power Virtual Agents

Select the version of Power Virtual Agents you're using here:

Power Virtual Agents has a comprehensive set of analytics that show you the key performance indicators for your bot.

Multiple charts show you trends and usage for your bot's topics. These charts use AI to highlight the topics that have the greatest impact on your bot's performance.

Note

Bot analytics in Power Virtual Agents US Government Cloud plans will be released at a later date. You can use a custom analytics solution to create a custom Power BI dashboard to get bot analytics for these plans.

Prerequisites

Analytics in Power Virtual Agents

The analytics section is divided into a number of pages to give you multiple ways to understand bot performance.

The following terms are used in this section.

  • A conversation is an ongoing interaction between a specific user, or group of users, on a channel and your bot. Conversations can pause and resume later, or be transferred to a live agent. The conversation may be one-way, either from the end user to the bot, or from the bot to the end user, but is more commonly a back-and-forth interaction between the end user and the bot.
  • Analytics sessions track user engagement for your bot. Analytics sessions try to capture how well your bot handles user tasks.
  • Billed sessions are used to measure resource consumption. Billed sessions are independent of analytics sessions.

Note

Although transcripts are available immediately, the analytics dashboards are updated every hour, so there will be some delay before you see all data.

View analytics

In Power Virtual Agents, in the navigation menu, select Analytics.

Opening the Analytics dashboard.

See also

Topic Description
Analyze bot performance and usage Review overall analytics for your bots.
Analyze customer satisfaction Identify overall trends in customer satisfaction, and where satisfaction is falling behind.
Analyze topic usage See how individual topics are doing and how well they're working at resolving issues.
Analyze session information Review and monitor how sessions are doing, including analytics from the topics triggered during a session.
Analyze billed session information Understand how sessions are being billed, based on their usage.