Key concepts – Analytics in Copilot Studio

Use analytics to understand how well your agent is performing and to identify areas for improvement.

The Analytics tab in Copilot Studio shows you comprehensive data for your agent, from an overview of key metrics to in-depth usage analytics for your agent's components. You can drill down into each piece of data to get more details.

The analytics experience is tailored for conversational agents and for autonomous agents.

Analytics are available in all geographies. Times in analytics are in Coordinated Universal Time (UTC). This includes day start and end times, session times, and any other time markers in your agent's data.

To access analytics:

1. Select your agent under the Agents tab in Copilot Studio.
2. Go to the Analytics tab in the agent's top menu bar.

You can also check a high-level performance summary on an agent's Overview page, then dive deeper into its performance.

Conversational sessions only

Analytics for conversational agents in Copilot Studio track user engagement with your agent and try to capture how well your agent handles user tasks.

Conversational analytics uses the following concepts and terms:

• Conversations are an ongoing interaction between a specific user, or group of users, on a channel and your agent.

  • Conversations can pause and resume later, or be transferred to a customer service representative. The conversation might be one-way, either from the customer to the agent, or from the agent to the customer, but is more commonly a back-and-forth interaction between the customer and the agent.

  • A conversation will time out after 15 minutes of inactivity.

  • A single conversation can contain one or more analytics sessions.

  • An analytics session in classic mode is associated with the last custom topic triggered by a user. If the session doesn’t include custom topics, it's the last system topic triggered directly by the user.

Event trigger sessions only

An autonomous agent is an agent with an event trigger. Only analytics for agents with triggers are available for these agents.

An analytics session for agents with triggers tracks from when an agent receives a payload from a trigger through any actions the agent runs in response. These analytics sessions capture what your agent is responding to, and how well your agent performs.

Hybrid view - both conversational and event-triggered sessions

When your agent's data includes sessions for at least one conversation and at least one trigger-based run in the report's period, then a hybrid view of relevant metrics for both conversational and autonomous sessions are displayed on the Analytics tab. In this view, the Overview and Effectiveness sections show metrics side by side for both the conversational and event-triggered sessions. The Use section allows you to select between Conversations or Runs, which displays only relevant data. Selecting All shows all use-related data. The Satisfaction section displays satisfaction metrics for conversational sessions.

For more information about:

• Displayed metrics relevant to conversation sessions, see Analyze conversational agent effectiveness.

• Displayed metrics relevant to event-triggered sessions, see Analyze autonomous agent health.

Download conversational transcripts

Conversation transcripts are available for download a few minutes after the conversation times out. You can download any time period within the last 29 days. You can download them in Dataverse via the Power Apps portal and as session chat transcripts via the Copilot Studio app. It can take up to an hour after the analytic session ends before the related data appears on the analytics dashboard.