Monitoring usage
Chatbots that are built in Teams come with a full set of analytics that can help you understand how your users are using the bot, its performance, customer satisfaction, and more. To view the analytics for your bot, navigate to the bot in the Power Virtual Agents app in Teams. Once you open the bot, select the Analytics tab to view its charts and trends:
Figure 10.36 – The Analytics page
The Summary page contains charts and trends for overall bot performance and usage. It even uses AI to depict which topics have the greatest influence on performance. The Customer Satisfaction page will show you overall customer satisfaction, as indicated by conversation surveys, abandon rates, escalation rate, and other drivers. The Sessions screen will allow you to download transcripts of bot conversations over the past 30 days. This file contains the date and time, initial message, the topic that was triggered, and the full transcript.
