Question

A customer service organization deployed a Copilot Studio agent three months ago to handle tier-1 support inquiries. Leadership wants to know whether the agent is genuinely reducing load on human agents versus simply deflecting users who later re-contact support. As the solutions architect responsible for the monitoring process, which primary metric should you emphasize to answer this question, and how should you interpret it correctly?

Accepted Answer

Session containment rate, cross-referenced with subsequent human-agent escalations and repeat contacts within a defined window, so that resolved-without-escalation sessions are distinguished from abandonment or deferred re-contacts

Answer

Total session volume, because a rising number of sessions per month proves the agent is successfully absorbing demand from human agents

Answer

Average response latency per turn, because faster responses directly correlate with users no longer needing human support

Answer

Customer satisfaction (CSAT) survey score alone, since a high CSAT confirms that every session was fully resolved without human involvement