📄️ Analytics
Understand the Optimly Analytics dashboard — Daily Briefing, Agent Roster, metrics, and conversation analysis.
📄️ Analytics Dashboard Deep Dive
Your analytics dashboard is the command center for understanding how your employees perform, where customers struggle, and what drives business results. The dashboard is organized into three tabs — Overview, AI Agents, and Insights — each designed to surface a different layer of intelligence from your employee interactions.
📄️ Overview Metrics
Get a high-level view of your employees’ performance across all conversations.
📄️ Message-Level Metrics
Drill down into each individual message to understand how your employee performs on a granular level.
📄️ Intent and Topic Analysis
Understand what your users are trying to do — and whether your employees are meeting those needs.
📄️ Response Quality
Measure how well your employees are answering user questions — even when users don’t give direct feedback.
📄️ Anomalies and Flags
Automatically detect when things go wrong — without reading every conversation manually.
📄️ Comparisons and Benchmarks
Compare the performance of your employees, flows, or content over time — and identify what truly works.
📄️ Exports and Reports
Optimly's Reports tab lets you create scheduled analytics reports that get delivered automatically to your inbox. This page covers how to build reports, schedule delivery, and export raw data.
📄️ Continual Learning
Turn every mistake into a lesson. The annotation system lets your team flag incorrect employee responses, record what the employee should have said, and build a dataset of corrections that drives ongoing improvement.
📄️ Document Usage (RAG)
Understand how your connected knowledge sources are used — and which ones are being ignored.