Monitor Copilot responses in Dynamics 365 Customer Service 


The Copilot analytics report in Dynamics 365 Customer Service provides insights into the usage of Copilot features by agents. However, customers are interested in drilling into individual interaction data, especially negative interactions. To view and analyze agent experience data, make sure your organization is storing this data in the Customer Service admin center. The data includes transcripts of agent-Copilot chats, agent actions, and agent feedback. This data is stored in tables in Dataverse. Examples of agent interactions include asking Copilot a question, providing feedback on Copilot's responses, asking Copilot to summarize a case, and using Copilot to write an email. For more information, refer to the documentation provided.


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