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Key concepts – Analytics in Power Virtual Agents

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

Note

Conversation transcripts in Dataverse are unavailable for download on the Power Virtual Agents app in Teams. To review and export transcripts in Dataverse, you'll need to sign up for the Power Virtual Agents web app. Session chat transcripts can be downloaded via the Power Virtual Agents app. For more details, refer to Download bot session transcripts.

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.

Prerequisites

As a bot maker, your job isn't done when you publish your bot for use. You'll want to know how well your bot is performing its intended duties. The comprehensive analytics in Power Virtual Agents keep your bot's key performance indicators front and center. Multiple charts show trends and usage for your bot's topics. These charts use AI to highlight the topics that have the greatest effect on your bot's performance.

Analytics in Power Virtual Agents

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

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

Transcripts are available for download about 20 minutes after an analytic session ends, as conversation transcripts in Dataverse via the Power Apps portal and as session chat transcripts via the Power Virtual Agents app. It can take up to an hour after the analytic session ends before the appearing in the analytics dashboard.

Note

In the classic version of Power Virtual Agents, conversation transcripts in Dataverse are available approximately 6 hours after the analytic session starts.

Note

Bot analytics in Power Virtual Agents US Government Cloud plans will be released at a later date. In the meantime, you can use a custom analytics solution to create a Power BI dashboard to get analytics in these plans.

View analytics

There are two options for viewing analytics, depending upon whether you're using the Web app or the Teams app.

In the Web app, from the navigation menu, select Analytics.

Opening the Analytics dashboard.

In Microsoft Teams, from the navigation menu, select Analytics.

Opening the Analytics dashboard in Teams

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.