Monitoring the success of Power Virtual Agents
Microsoft has put together a pretty robust Analytics package for Power Virtual Agents. You can get to it from the chatbot editor, by selecting the Analytics menu option on the left side of the screen, as shown in the following screenshot:
Figure 12.10 – Power Virtual Agents chatbot Analytics
You can take advantage of these reports to determine things such as the following:
- Engagement over time
- Session outcomes over time
- Resolution rates
- Escalation rates
- Abandon rates
Based on these observations, you can determine items and places to make improvements to your chatbot. This should result in improvements to your chatbot. Monitoring pre and post changes will give you a good indication of whether the updates are in fact beneficial to the overall performance of your chatbot.
In addition to monitoring for performance and making improvements to your chatbot, another aspect is...
