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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.

Why Analytics Matter for Your Business​

Your agents aren't just answering questions - they're generating valuable data about your customers. Analytics help you:

🎯 Improve Customer Experience​

  • See what questions customers ask most
  • Find where customers get stuck or frustrated
  • Identify knowledge gaps in your agent's responses
  • Make your agent more helpful over time

📈 Grow Your Business​

  • Track how many leads your agent generates
  • See which topics drive the most engagement
  • Understand what information customers need most
  • Optimize your agent to convert more visitors

⚡ Save Time and Money​

  • Spot problems before customers complain
  • Automate monitoring instead of manual checking
  • Focus your improvements where they matter most
  • Reduce support workload with better self-service

What You Can Track​

📊 Basic Performance​

  • Conversations: How many people use your agent
  • Messages: Total questions and responses
  • Response Time: How fast your agent replies
  • User Satisfaction: Whether people find answers helpful

🎯 Customer Insights​

  • Popular Topics: What customers ask about most
  • Question Patterns: When and how customers reach out
  • Drop-off Points: Where conversations end unsuccessfully
  • Success Metrics: Completed goals (bookings, purchases, etc.)

🔍 Quality Monitoring​

  • Answer Accuracy: Whether responses match customer needs
  • Knowledge Gaps: Questions your agent can't answer well
  • Problem Detection: Frustrated customers or broken conversations
  • Content Performance: Which knowledge sources work best

How to Use Analytics​

🚀 Week 1: Get the Basics​

Start simple with the most important metrics:

  • Check daily conversation volume
  • Review top customer questions
  • Look for any obvious problems

📈 Week 2-4: Dig Deeper​

Once you're comfortable, explore:

  • Response quality patterns
  • Knowledge source effectiveness
  • Customer journey analysis
  • Conversion and goal tracking

🎯 Ongoing: Optimize and Improve​

Use insights to make your agent better:

  • Add missing knowledge for common questions
  • Improve responses that aren't working
  • Update your agent's tone or instructions
  • Expand successful conversation paths

Getting Started​

Dashboard Overview​

Your main analytics dashboard shows:

  • Today's Activity: Recent conversations and messages
  • Key Metrics: Performance trends and highlights
  • Quick Insights: Top questions and issues
  • Action Items: Suggested improvements

Real-Time Monitoring​

See what's happening right now:

  • Live conversations as they happen
  • Immediate alerts for problems
  • Current response quality scores
  • Active user sessions

Historical Analysis​

Look at patterns over time:

  • Weekly and monthly trends
  • Seasonal changes in questions
  • Performance improvements after updates
  • Long-term business impact

Pro Tips for Better Analytics​

🎯 Focus on What Matters​

  • Start with customer satisfaction metrics
  • Track business goals (leads, sales, support tickets)
  • Monitor the questions that matter most to your business

📝 Take Action on Insights​

  • Review analytics weekly, not daily
  • Make one improvement at a time
  • Test changes and measure results
  • Keep a log of what you've tried

🔄 Create a Routine​

  • Set up automatic reports via email
  • Schedule weekly analytics reviews
  • Share insights with your team
  • Use data to guide agent updates

Available Reports​

Dive deeper into specific areas:

📈 Performance Reports​

🎯 Customer Insights​

🔍 Problem Detection​

📊 Advanced Analysis​

Ready to Start?​

✅ Check Your Dashboard: See today's performance
📊 Review Top Questions: Identify common customer needs
🔍 Spot Quick Wins: Find easy improvements to make
❓ Questions?: Contact us at contact@optimly.io