Microsoft 365 Alert – Service Degradation – Microsoft Viva – Users see inaccurate or incomplete Outlook data for Microsoft Copilot 365 metrics in Microsoft Viva Insights – NEW

13/03/2026 08:46:00 AM

NHSmail Reference: INC46746114

Microsoft Reference: MV1229892

Issue Status: OPEN

Issue Description: Users see inaccurate or incomplete Outlook data for Microsoft Copilot 365 metrics in Microsoft Viva Insights.

More info: Reported counts for both “generate email” and “summarize thread email” actions and their associated active users in Viva Insights and the AI Adoption Score report in the Microsoft 365 admin center are temporarily inaccurate. These issues don’t affect all-up user counts for Copilot or Copilot in Outlook.

For some Outlook on the web users, selecting “summary by Copilot” or “summarize” at the top of an email thread isn’t counting as a “summarize email thread” action. For some Outlook on the web and Windows 32 Classic Outlook users, selecting “elaborate” in the compose experience or before sending an email isn’t counting as a “generate email” action.
The timeframe of impacted data is from Tuesday, July 1, 2025, through Monday, February 16, 2026.

Current Update: 13/03/2026 08:46:00 AM –The reinstatement process is ongoing and they are continuing to monitor as it progresses. They will anticipate it will complete by Saturday, May 9, 2026.

Scope of impact: Your organization is impacted by this event, and all users see inaccurate and incomplete data for Copilot metrics in Microsoft Viva Insights. This section may be updated as our investigation continues.

Root cause: An alignment issue in the metric definition is causing an undercount of “generate email” and “summarize thread email” actions, resulting in reported counts for both actions and their associated active users in Viva Insights and the AI Adoption Score report in the Microsoft 365 admin center to be inaccurate.

Next update by: Friday, March 27, 2026, at 2:00 AM UTC