Applies to Product – Microsoft Copilot Studio
What’s happening?
The customer is experiencing excessive consumption of sessions by a single agent deployed on a custom public website. There is a significant discrepancy between the number of billed sessions reported in the chatbot analytics and the admin center, leading to confusion regarding session consumption.
Reason:
The underlying cause of this appears to be related to how sessions are counted. A billed session begins when a user topic or premium functionality is triggered and ends when one of the following conditions is met:
- The user ends the chat session.
- The session lasts longer than 60 minutes.
- The session has more than 100 turns.
Each of these conditions can contribute to the counting of billed sessions, even if there is no direct user interaction at the start of the session.
Resolution:
- Verify the conditions under which sessions are counted as billed sessions, as outlined in the public documentation.
- Review the analytics and admin center data to identify any discrepancies in session reporting.
- If the issue persists, consider reaching out to support for further investigation into the session consumption metrics.