You created a chatbot. After some time, you review the Analytics dashboard. One of the indicators on the board is the Engagement rate. 
What does an engagement represent?

Answer options:

A.The total number of sessions
B.The number of sessions that started with a trigger phrase and ended without a resolution
C.The number of sessions that started with a trigger phrase and ended with "Yes" or without an answer to the End of Conversation customer satisfaction survey.
D.The number of sessions that started with a trigger phrase
E.The average satisfaction rate for the finished customer surveys
F.The number of sessions that started with a trigger phrase and transferred to the human person

Correct Answer: D 
Power Virtual Agents Analytics Summary charts give the user an integrated picture of the bot`s usage. Six indicators reflect the bot`s "usefulness." Several of them are based on the definition of Engagement.
Power Virtual Agents defines Engagement as the number of sessions that started with a user-created trigger phrase.
Engaged sessions have three outcomes: they are resolved, escalated, or abandoned.
All these cases are reflected in the appropriate rates. On the Summary report, the Engagement is presented as an Engagement rate (Number 2) in percentages of the engaged sessions from the Total number of sessions (Number 1). 

Option A is incorrect because the total number of sessions is the Total sessions (Number 1), but not a representation of the engaged sessions.
Option B is incorrect because the number of sessions that started with a trigger phrase and ended without a resolution is an Abandonment. On the Summary report, the Abandonment is presented as an Abandon rate in percentages of the abandoned sessions from the Total number of sessions (Number 5). It is not a representation of the engaged sessions.
Option C is incorrect because the number of sessions that started with a trigger phrase and ended with "Yes" or without an answer to the End of Conversation customer satisfaction survey is a Resolution. On the Summary report, the Resolution is presented as a Resolution rate in percentages to the Total number of sessions (Number 3). It is not a representation of the engaged sessions.
Option E is incorrect because the average satisfaction rate for the finished customer surveys is CSAT. CSAT stands for Customer Satisfaction and provides information about the average satisfaction rate for the finished customer surveys. At the end of the chatbot conversation, the customer survey asks the user to rate the bot service on a 1 to 5 scale. The number on this card is the average rate from the submitted surveys. The percent value in the upper corner is the percent of the submitted surveys out of the Total number of sessions (Number 6).
Option F is incorrect because the number of sessions that started with a trigger phrase and transferred to the human person is an Escalation. On the Summary report, the Escalation is presented as an Escalation rate in percentages to the Total number of sessions (Number 4). It is not a representation of the engaged sessions.
For more information about Power Virtual Agents Analytics, please visit the below URLs: 

https://docs.microsoft.com/en-us/power-virtual-agents/analytics-summary