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SessionInfo always has an outcome of "None"

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Posted on by Redbird

The Analytics data we saw on a PVA did not appear to be accurate so I took a look at the conversationtranscripts on the server (btw, I'm a Sys Admin on the PVA server).

It looks like every conversationtranscript record on the server has a SessionInfo (in its content field) along the lines of:
{
"valueType": "SessionInfo",
"id": "0",
"type": "trace",
"timestamp": 1679931659,
"from": {
"id": "",
"role": 0
},
"channelId": null,
"value": {
"startTimeUtc": "2023-03-27T15:38:39Z",
"endTimeUtc": "2023-03-27T15:40:59Z",
"type": "Unengaged",
"outcome": "None",
"turnCount": 39,
"lastTriggeredIntentId": null,
"lastUserIntentId": null,
"impliedSuccess": false,
"csatScore": null
}
}

Note: type:Unengaged, outcome:None, impliedSuccess:false

Is there some other flag that needs to be flipped on for values to be populated?

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Bot analytics

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mboninco on at

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@Redbird

The outcome will always be none for unengaged sessions. For the outcome to be populated (with one of three possible outcomes), the session must become engaged by either a non-system topic or the Escalate topic being triggered/called

From the null entries for lastTriggeredIntentId and the lastUserIntentId, it looks like the user who is interacting with the bot may not be triggering any content.

-- Mike Bonincontri

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Redbird 59 on at

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Thanks so much Mike.
This explains exactly what we are seeing.
Our setup is that we are actually using the Fallback topic (system again), to direct questions to a LanguageStudio back-end via an intermediate service (powerautomate -> custom connector -> service -> LanguageStudio).
Essentially, this renders the default Analytics useless to us.

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