📄️ Analytics
See how your agents are performing and discover ways to make them even better. Get insights that help you improve customer experience and grow your business.
📄️ Analytics Dashboard Deep Dive
Your analytics dashboard is the command center for understanding how your agents perform, where customers struggle, and what drives business results. The dashboard is organized into four tabs — Overview, Conversations, Insights, and Reports — each designed to surface a different layer of intelligence from your agent interactions.
📄️ Overview Metrics
Get a high-level view of your agents’ performance across all conversations.
📄️ Message-Level Metrics
Drill down into each individual message to understand how your agent performs on a granular level.
📄️ Intent and Topic Analysis
Understand what your users are trying to do — and whether your agents are meeting those needs.
📄️ Response Quality
Measure how well your agents 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 agents, 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 agent responses, record what the agent 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.