Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
You can view, export, and download sessions of customer interactions with your agent in both Power Apps and Copilot Studio.
When you download session information from Copilot Studio, you get a subset of the information you would get downloading from Power Apps, in the form of a comma-separated value (CSV) file. The CSV file includes the actual conversation and some metrics and information about the session (see Work with session transcripts for a list of metrics included in the CSV file). To see all activities, download transcripts through Power Apps.
In the ChatTranscript field, there is a limit of 512 characters for each bot response. Any bot responses longer than 512 characters show only the first 512 characters in the CSV file. The 512-character limit is on a per response basis, not a per session basis, and you can have multiple bot responses in a given session.
Important
Makers with the Environment maker role don't automatically have access to transcripts.
You can't download transcripts if your admin has turned transcript access control on.
By default, you can download up to seven days of agent conversation transcripts from the past 29 days directly from Copilot Studio.
Note
Agent responses that use SharePoint as a knowledge source aren't included in conversation transcripts.
Conversation transcripts aren't written for:
- Microsoft Dataverse for Teams environments
- Dataverse developer environments
- Microsoft 365 Copilot agents
Prerequisites
To view transcripts:
Your agent's data must include sessions for at least one conversation (that is, your data can't be only trigger-based runs).
You need the transcript viewer security role. Only admins can grant this role by assigning the Transcript viewer security role during agent sharing.
Download agent session transcripts
Open the desired agent.
On the top menu bar, select Analytics.
Select the date range you want to download.
Above the Overview card, select Download Sessions.
Alternatively, under Effectiveness, select See details on the Conversation outcomes card, and then select Download sessions.
On the Download Sessions pane, select a row to download the session transcripts for the specified time frame.
Note
Sessions are split into rows representing one day increments with up to 50 thousand sessions each.
For classic chatbots: If the specified date range includes a date that falls within the last 24 hours, a single row represents up to 2,500 sessions. Otherwise, sessions are split into rows that represent one day increments with up to 2,500 sessions each.
The download starts immediately. The file is saved to your browser's default download ___location.
Work with session transcripts
A session transcript file is a comma-separated values (CSV) file that contains the following information:
SessionID: A unique identifier per session.StartDateTime: Time at which the session started. Entries are sorted by this column in descending order.InitialUserMessage: First message typed by the user.TopicName: Name of the last authored topic that was triggered in this session.ChatTranscript: Transcript of the session in the following format: "User says: <UserInput>; Bot says: <CopilotResponse>;".- Conversation turns are separated by semicolons.
- <CopilotResponse> doesn't include the options presented to the user.
Example:
User says: store hours; Bot says: Which store are you asking about?; User says: Bellevue; Bot says: Bellevue store is open from 10am to 7pm every day.;SessionOutcome: Outcome of the session (Resolved, Escalated, Abandoned, Unengaged).TopicId: A unique identifier of the last authored topic triggered in this session.OutcomeReason: A unique identifier of the last authored topic triggered in this session.Turns: The number of turns.Channel: The channel this session was on.URL: The channel URL (for Web channel).CSAT: The customer satisfaction (CSAT) score for the session, if that score exists.Comments: List of all user comments for that session.