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Exam AB-100 Topic 2 Question 96 Discussion

Actual exam question for Microsoft's AB-100 exam
Question #: 96
Topic #: 2
You use Microsoft Copilot Studio analytics to analyze the performance of a deployed Copilot Studio agent.
You need to identify which performance metrics to use to measure the following:
* The percentage of engaged sessions that are escalated to a live customer service representative
* The number of agent queries that cause a knowledge source error
What should you identify for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Suggested Answer:


Explanation:

In Microsoft Copilot Studio analytics , each metric is designed to measure a different aspect of agent performance.
For the first requirement, the metric that tracks the percentage of engaged sessions escalated to a live customer service representative is Escalation rate . This directly measures how often conversations are handed off from the agent to a human.
For the second requirement, the metric that helps identify queries causing a knowledge source error is Answer quality . This area evaluates how well the agent responds and includes issues related to grounded answers, failed responses, and knowledge-source-related problems.
Why the other options are not correct:
* Customer Satisfaction (CSAT) score measures user satisfaction, not escalation percentage or knowledge source errors.
* Engagement rate measures whether users actively interact with the agent, not whether sessions are escalated or whether a knowledge source failed.

by Susan at Aug 29, 2026, 03:24 AM

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