Source note · IVR design practices
Copilot Studio counts a session as Escalated when the Escalate topic triggers or a Transfer to agent node runs, whether or not the conversation actually reaches a live agent, and splits escalations into System intended, System unintended and User requested.
Checked 2026-09-25
- Vendor
- Microsoft
- Product
- Copilot Studio
- Subsystem
- analytics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- Monitor conversational agents - Microsoft Copilot Studio — Microsoft · tier 2 current vendor documentation · Effectiveness > Conversation outcomes (Escalated rows)
Cite this note
APA
WarmTransfer. (2026, September 25). IVR design practices: source note ivr-design-practices-cs-escalated-definition. WarmTransfer. https://warmtransfer.net/knowledge/claims/ivr-design-practices-cs-escalated-definition
BibTeX
@misc{warmtransfer-claim-ivr-design-practices-cs-escalated-definition,
title = {IVR design practices: source note ivr-design-practices-cs-escalated-definition},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/ivr-design-practices-cs-escalated-definition},
note = {Source note ivr-design-practices-cs-escalated-definition, checked 2026-09-25}
}