Analyze session information in Power Virtual Agents

By default, you can download up to seven days of bot conversation transcript sessions from the past 30 days directly from the Power Virtual Agents portal.

You can also download and view chat transcripts in the Power Apps portal.

See Work with conversation transcripts for more details and tips.

Lastly, you can manage the retention period for transcripts. This can be useful if you want to increase the date range from 30 days to something else.

Note

If you no longer have access to your environment, you'll need to create a support request in the Microsoft Power Platform admin center.

Prerequisites

Download session transcript information from the Power Virtual Agents portal

  1. Select Analytics on the side navigation pane. Go to the Sessions tab.

    If your bot had a high number of sessions, they'll be broken down into multiple rows. Each row contains 2500 sessions.

  2. Click on each row to download the session transcripts for the specified timeframe.

    Sessions page.

The downloaded file 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:" "; Bot says:" "; structure
    • Conversation turns are separated by semicolons
    • Bot says 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.

Note

The download will start when you select the time period. It will be downloaded into your default browser download's location.

View and export bot conversation transcripts from the Power Apps portal

You can also view and export bot conversation transcripts from the Power Apps portal.

First, you'll need to sign in to https://www.powerapps.com with your credentials.

View conversation transcripts

  1. In the side navigation pane, expand the Data node. Select Entities. On the top right, expand Default and select All.

    Screenshot of the Power Apps window with Data and Entities selected.

  2. Type Conversation in the Search textbox on the top right. Select ConversationTranscript under Entities.

    Screenshot showing Conversation Transcript selected.

  3. Select Data tab. Expand Active conversationtranscripts and then select All fields.

    Screenshot showing Active conversation transcripts expanded.

  4. View the bot's conversation transcripts.

    Screenshot showing sample bot transcript entries.

Export conversation transcripts

  1. In the side navigation pane, expand the Data node. Select Entities and then Export data.

    Click path to export data.

  2. On the Export data screen, select ConversationTranscript from the entity list. Select Export data at the top. Your data will take a couple of minutes to be compiled for export.

    Select entities for export.

  3. Select Download exported data to download the content.

    Download exported data.

Change the default period of session transcript retention

By default, a pre-configured bulk delete job will remove all conversation transcripts older than 30 days.

To keep the transcripts for longer, you need to disable the existing system job and create a new job.

First, you'll need to sign in to https://www.powerapps.com with your credentials.

The following instructions describe how to set a job to delete transcripts that are older than 12 months.

  1. At the top right, open the Settings menu cog icon and select Advanced settings.

    Select the cog icon to open the settings menu.

    This will take you to the Dynamics 365 portal.

    The Dynamics 365 portal.

  2. Open the Settings menu and select Data Management.

    The settings link at the top shows a number of objects, including Data Management.

  3. Select Bulk Record Deletion.

    An icon showing a table with a red x, indicating the deletion of a bulk record.

  4. On the Bulk Record Deletion screen, expand the View dropdown and select Recurring Bulk Deletion System Jobs.

    The dropdown opens to show options.

  5. Select the pre-configured bulk delete job called Bulk Delete Conversation Transcript Records Older Than 1 Month.

    A list of bulk delete jobs, with the first one highlighted.

  6. In the More Actions dropdown, select Cancel to disable future bulk deletion using this job.

    The more actions dropdown opens to show a menu list, including Cancel.

  7. Create a new bulk record delete job by selecting New and set the following:

    • Set ConversationStartTime as Older Than X Months to 12.
      This will keep the transcripts for 12 months

    • Set SchemaType as equals to powervirtualagents.

      A popup window showing options to configure the job.

  8. Enter a name and change Run this job after every to 1.

    A popup window showing options to name and run the job.

    The bulk delete job is created and will delete bot conversation transcripts that are older than 12 months.

    The list of bulk delete jobs, now showing the new job just created.