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Applies to: Dynamics 365 Contact center only
[This article is prerelease documentation and is subject to change.]
The Bot-Intent dashboard provides detailed insights about bot performance and customer engagement, supporting targeted analytics for continuous improvement. Supervisors can track historical trends in bot conversations and agent interactions by analyzing intent groups and individual intents.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
You can filter this dashboard by Intent group, Duration, Channel, Queue, Bot Name, Conversation Status, and Time zone.
Prerequisites
- You turned on the toggle for Customer Intent Agent and added the Line of business, Intent groups, and Intents. Learn more in Customer Intent Agent.
- You enabled historical analytics for intent. Learn more in Enable historical analytics for intent.
You see the dashboard after 24 hours of provisioning. If you don't enable Customer Intent Agent, you might still see data measures related to intent, but no conversation details appear because the configuration isn't complete.
Key metrics
| Metrics | Definition |
|---|---|
| Total bot conversations | The total number of customer-initiated interactions with a Copilot Studio bot. Includes conversations fully managed by the bot and those that escalated to a service representative. The total includes both deflected and escalated conversations. |
| Bot escalation rate | Percentage of conversations the Copilot Studio bot escalated to a service representative out of all bot conversations. |
| Avg. escalation time (hh:mm:ss) | Average conversation duration to escalate to a service representative in hh:mm:ss format. |
| Bot deflection rate | Percentage of conversations the Copilot Studio bot deflected out of all bot conversations. Here, the conversation can either be resolved by the Copilot Studio bot or abandoned by the user before resolution. |
| Avg. deflection time (hh:mm:ss) | Average bot conversation duration that deflects within the bot in hh:mm:ss format. |
| Total bot conversations over time | The total number of customer-initiated interactions with a Copilot Studio bot. Includes conversations fully managed by the bot and those that escalated to a service representative over a selected time period. |
Metrics by bot
| Metrics | Definition |
|---|---|
| Bot name | Name of all the bots or AI agents available with conversations that include the intent agent. |
| Total conversations | The total number of customer-initiated interactions with a Copilot Studio bot. Includes conversations fully managed by the bot and those that escalated to a service representative. The total includes both deflected and escalated conversations. |
| Conversations escalated | Number of bot conversations that are escalated to representative. |
| Bot escalation rate | Percentage of bot conversations that are escalated to a representative over total bot conversations. |
| Conversations deflected | Number of bot conversations that the AI agent deflected due to resolution or the user abandoning the conversation. |
| Bot deflection rate | Percentage of bot conversations that the bot deflected over total bot conversations. |
| Avg bot time (hh:mm:ss) | Average bot conversation duration, in hh:mm:ss format, that is either escalated or deflected. |
Metrics by intent group
| Metrics | Definition |
|---|---|
| Intent group | Name of intent group set by admin in Copilot Service admin center. |
| Total conversations | The total number of customer-initiated interactions with a Copilot Studio bot. Includes conversations fully managed by the bot and those that escalated to a service representative per intent group. |
| Conversations escalated | Number of bot conversations per intent group that are escalated to representative. |
| Bot escalation rate | Percentage of bot conversations that are escalated to a representative per intent group over total bot conversations per intent group. |
| Conversations deflected | Number of bot conversations per intent group that the AI agent deflected due to resolution or the user abandoning the conversation. |
| Bot deflection rate | Percentage of bot conversations that the bot deflected per intent group over the total bot conversations per intent group. |
| Avg bot time (hh:mm:ss) | Average bot conversation duration, in hh:mm:ss format, that is either escalated or deflected per intent group. |
Drill-down
In the Metrics by intent group section, select Details to view metrics by intent.
Metrics by intent
| Metrics | Definition |
|---|---|
| Intent | List of intents set by the administrator in Copilot Service admin center. |
| Total conversations | The total number of customer-initiated interactions with a Copilot Studio bot. Includes conversations fully managed by the bot and those that escalated to a representative per intent. |
| Conversations escalated | Number of bot conversations per intent that are escalated to representative. |
| Bot escalation rate | Percentage of bot conversations that are escalated to a representative per intent group over total bot conversations per intent. |
| Conversations deflected | Number of bot conversations per intent that the AI agent deflected either due to resolution or the user abandoning the conversation. |
| Bot deflection rate | Percentage of bot conversations that are the bot deflected per intent over total bot conversations per intent group. |
| Avg. bot time (hh:mm:ss) | Average bot conversation duration in hh:mm:ss format that were either escalated or deflected per intent. |
Related information
Manage real-time analytics reports
Overview of Omnichannel real-time analytics dashboard
Agent group report (preview)