Power Virtual Agents has telemetry built in. This allows you to monitor how your chatbots are being used, where the question flow is causing your chatbot to be abandoned, and which topics are being used. By monitoring your chatbots, you can then optimize your chatbot and increase its effectiveness.
Clicking on Analytics in the Power Virtual Agents portal will show the Analytics page, as shown in the following screenshot:
Figure 15.9 – Power Virtual Agents analytics
There are four tabs on the Analytics page:
- Summary: An overview of the bot's performance. The charts use AI to highlight topics that have the greatest impact on escalations, abandons, and resolutions.
- Customer Satisfaction: If you capture feedback in your chatbot, customer satisfaction (CSAT) scores are shown over time, with the topics that have the greatest impact on CSAT highlighted.
- Sessions: The Sessions tab allows you to download transcripts of chat sessions...
