• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Home
  • Blog
  • Power Platform
    • Power Apps
    • Power Automate
    • Power BI
    • Power Virtual Agents
  • Dynamics 365
  • Azure
  • About Me
Joe Gill Logo

Joe Gill

Microsoft MVP - Power Platform Consultant

Home » AI » Fine Tune your Power Virtual Agents Bot

Fine Tune your Power Virtual Agents Bot

20th October 2019 by Joe Gill

Dynamics 365 Virtual Agent Analytics Dashboard

The Power Virtual Agents analytics dashboard gives great insight into how well your bot is working. Among other figures, it gives you are details on the number of sessions that were escalated i.e customers that engaged with your bot but their query could not be answered and so were directed to the escalation topic.

Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

Power Virtual Agents Bot Analytics

While this is useful information it does not give you any information on the chat details and so makes it difficult to figure out how you can improve your bot for better engagement and customer satisfaction. To get access to the raw data you need to go to the sessions option where you can download the last 1,000 sessions.

Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

Analyze Session Information – Power Virtual Agents

The sessions data is downloaded as a CSV file and the contents of most of the columns are pretty obvious. The sessionId column comprises of two parts a customer session followed by a suffix indicating the conversation. So in the example below a customer had engaged with the bot indicated by the session 4VxSQEp9jlk25dyyWpDVg1 and attempted 11 chats with the bot all of which were escalated.

Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

TopicName – Analyzing Sessions

The TopicName is name of the Topic that was triggered by the customer. This can be blank if a topic was not triggered and the session outcome will say Unengaged. You should pay particular attention to Unengaged sessions as your may need to create new topics for your bot or adjust your topic trigger phrases.

Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

Something to be aware of is that the InitialUserMessage is not the customers first phrase. It is the first phrase that triggered the Topic and it is worth searching the ChatTranscript column for the text “Bot says: Sorry I didn’t understand”. You might discover that you need to adjust your trigger phrases or create new topics.

Chat Transcript – Power Virtual Agents

Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

A Power Virtual Agents Bot is a customer engagement channel that should be continually monitored to increase usage and customer satisfaction. Downloading the analytics session data gives you the ability to the examine the raw chat data giving you insights into which topics are working best and those that needs adjusting.

Share This On Social:
  • Tweet
  • Fine Tune your Power Virtual Agents Bot Joe Gill Dynamics 365 Consultant

Filed Under: AI, Power Virtual Agents

Primary Sidebar

Popular Categories

  • Power Platform
    • Power Apps
    • Power Automate
    • Power Virtual Agents
  • Azure
    • Logic Apps
  • Dynamics 365
  • .NET
  • AI
  • SQL

More to See

Power Platform Requests – Base Request Capacity

17th December 2020 By Joe Gill

Power Automate Desktop

Power Automate Desktop – UI Flow

26th November 2020 By Joe Gill

Tweets

Footer

Joe Gill

Microsoft Business Applications MVP – Power Platform, Dynamics 365 and Azure.

An architect with over twenty years experience designing and developing technology solutions. Specializing in the Microsoft technology stack including Power Platform, Dynamics 365 and Azure. Microsoft MVP Profile

Connect on Social

Useful Links

  • Home
  • Blog
  • About Joe Gill
  • Power Platform
  • Dynamics 365
  • Azure

Featured Posts

Power Platform Requests – Base Request Capacity

Power Automate Desktop – UI Flow

MB-600 – Solution Architect – Supportability

AI Builder – Form Processing Layouts

© 2021 · Joe Gill