AB-100 Certification Practice Question #80

Question

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.

Accepted Answer

The escalation rate metric is defined in Copilot Studio analytics as the percentage of engaged sessions that ended in a human handoff via the Escalate topic or Transfer conversation node — which precisely matches the first requirement. For knowledge source errors, the "Answer quality" (or "Knowledge source use") panel in Copilot Studio analytics is the only surface that tracks errors generated by knowledge source queries, including retrieval failures and source-not-found events — matching the second requirement exactly. The image analysis confirms the dropdown options available, and omath's explanation is fully consistent with MS Learn documentation.

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