web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

News and Announcements icon
Community site session details

Community site session details

Session Id :
Power Platform Community / Forums / Copilot Studio / Escalation Topic Analy...
Copilot Studio
Answered

Escalation Topic Analytics

(0) ShareShare
ReportReport
Posted on by 3

Hello,

Is it possible to obtain analytics for how often the escalation topic is being triggered at first contact with the bot? for example once the customer has passed the initial greeting they are asking to speak to an agent straight away.  With the analytics available via PVA I can see the escalation rate but this also includes session that are escalated via other topics.

Categories:
I have the same question (0)
  • Verified answer
    mboninco Profile Picture
    Microsoft Employee on at

    The easiest way to see this information is via downloading the session transcripts.  Once you open the transcript file, you can filter the session with those with an outcome of Escalated. The Topic Name column will show you the topic that the escalation occurred from. If user escalated directly after the greeting, the topic displayed will be Escalate.

    To see this type of information in a dashboard, you will need to build a custom report.

    -- Mike Bonincontri


Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Users!

Kudos to our 2025 Community Spotlight Honorees

Congratulations to our 2025 community superstars!

Leaderboard > Copilot Studio

#1
Valantis Profile Picture

Valantis 297

#2
Romain The Low-Code Bearded Bear Profile Picture

Romain The Low-Code... 184 Super User 2026 Season 1

#3
chiaraalina Profile Picture

chiaraalina 51 Super User 2026 Season 1

Last 30 days Overall leaderboard