🔧 Troubleshooting & Optimization Guide

This guide helps you diagnose and fix common issues with your analytics and agent performance. Use this as your go-to resource when things aren't working as expected.

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🚨 Quick Diagnostic Checklist

When something seems wrong, start here:

⚡ 2-Minute Health Check

□ Overview tab shows recent data (not empty)
□ Response times under 10 seconds
□ Success rate above 60%
□ No error messages in conversations
□ Agent responding to test messages

📊 5-Minute Deep Check

□ Conversation volume normal for time of day
□ No unusual emotion spikes (excessive anger/frustration)
□ Performance metrics stable week-over-week
□ No system alerts or warnings
□ AI Insights responding to queries

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📉 Common Performance Issues

Issue 1: Suddenly Low Conversation Volume

Symptoms:

• Conversation count dropped significantly
• Overview shows downward trend arrow
• Website traffic normal but agent interactions low

Diagnostic Steps:

1. Check Agent Status:

   • Go to Agents dashboard
   • Verify agent is "Active" and online
   • Test agent with a direct message

2. Verify Website Integration:

   • Visit your website
   • Check if chat widget appears
   • Test conversation initiation

3. Review Recent Changes:

   • Any website updates recently?
   • Agent configuration changes?
   • Marketing campaign changes?

Solutions:

Quick Fix (5 minutes):
□ Restart agent if showing as offline
□ Check website widget visibility
□ Verify agent welcome message working

Advanced Fix (30 minutes):
□ Review website integration code
□ Check for JavaScript errors
□ Test across different browsers/devices
□ Review agent deployment settings

Prevention:

• Set up automated agent health monitoring
• Create daily agent functionality tests
• Monitor conversation volume trends

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Issue 2: Slow Response Times

Symptoms:

• Response times > 10 seconds consistently
• Customers complaining about delays
• Overview shows increasing response time trend

Diagnostic Steps:

1. Check System Performance:

   AI Insights Query: "Show me response time trends by hour"
   Look for: Specific time periods with delays

2. Analyze Agent Complexity:

   • Count knowledge base documents
   • Review agent prompt length
   • Check for complex instructions

3. Monitor Resource Usage:

   • Check for high conversation volume periods
   • Review concurrent conversation handling

Solutions:

Immediate (10 minutes):
□ Simplify agent responses
□ Remove unnecessary knowledge documents
□ Reduce agent prompt complexity

Medium-term (1 hour):
□ Optimize knowledge base organization
□ Streamline conversation flows
□ Update agent configuration for efficiency

Long-term (1 day):
□ Implement response time monitoring
□ Set up performance alerts
□ Create agent optimization schedule

Optimization Tips:

• Keep knowledge base under 100 documents
• Use clear, concise agent instructions
• Regularly review and remove outdated content

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Issue 3: Low Success Rate

Symptoms:

• Success rate below 70%
• Many conversations ending without resolution
• High escalation to human support

Diagnostic Steps:

1. Identify Failure Patterns:

   Conversations Tab Investigation:
   □ Filter by low engagement scores
   □ Review conversations with negative sentiment
   □ Look for common failure topics

2. Analyze Unsuccessful Conversations:

   • What questions couldn't be answered?
   • Where do conversations break down?
   • What do customers say before leaving?

3. Success Pattern Analysis:

   AI Insights Query: "What makes conversations successful?"
   Compare: High vs. low success conversation patterns

Solutions:

Knowledge Gaps (30 minutes):
□ Add missing information to knowledge base
□ Update agent responses for common questions
□ Improve conversation flow logic

Training Issues (1 hour):
□ Enhance agent understanding of key topics
□ Add examples of successful responses
□ Update agent personality and tone

Process Problems (2 hours):
□ Redesign conversation flow
□ Simplify complex processes
□ Add escalation paths for difficult issues

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Issue 4: High Customer Frustration

Symptoms:

• Many conversations tagged with "Angry" or "Frustrated" emotions
• Negative sentiment scores
• Customer complaints about agent interactions

Diagnostic Steps:

1. Emotion Pattern Analysis:

   Conversations Tab:
   □ Filter by "Frustrated" emotion
   □ Read 10+ frustrated conversations
   □ Identify common frustration triggers

2. Sentiment Progression Tracking:

   • Do conversations start negative or become negative?
   • What agent responses correlate with frustration?
   • Are there specific topics that cause problems?

Solutions:

Immediate Response (15 minutes):
□ Update agent to be more empathetic
□ Add acknowledgment of customer concerns
□ Improve explanation of limitations

Content Improvements (45 minutes):
□ Add better explanations for complex topics
□ Include step-by-step guides
□ Update agent tone and personality

Process Redesign (2 hours):
□ Simplify customer journey
□ Reduce steps required for common tasks
□ Add alternative solutions for problems

Frustration Prevention:

• Proactively acknowledge limitations
• Provide alternative solutions
• Escalate complex issues quickly

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🔧 Analytics Issues

Issue 5: Missing or Incomplete Data

Symptoms:

• Empty analytics dashboards
• Partial data in reports
• Charts not generating properly

Diagnostic Steps:

1. Data Range Verification:

   • Check selected date range
   • Verify agent has conversations in that period
   • Test with different date ranges

2. Permission and Access:

   • Confirm user has analytics access
   • Check if viewing correct organization's data
   • Verify agent permissions

Solutions:

Quick Fixes:
□ Adjust date range to include recent activity
□ Refresh browser and clear cache
□ Try different browser or incognito mode

Data Issues:
□ Contact support if data should exist but doesn't
□ Check agent configuration for tracking settings
□ Verify conversation logging is enabled

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Issue 6: AI Insights Not Responding

Symptoms:

• AI chat shows errors
• Queries timing out
• Incomplete or nonsensical responses

Diagnostic Steps:

1. Basic Functionality Test:

   Test Queries:
   "How many conversations did I have yesterday?"
   "Show me response time trends"
   "What are customers asking about?"

2. Query Complexity Assessment:

   • Try simpler questions first
   • Break complex queries into parts
   • Use specific date ranges

Solutions:

Immediate:
□ Try simpler, more specific questions
□ Use shorter time periods in queries
□ Refresh the AI Insights tab

Alternative Approaches:
□ Use other analytics tabs for basic insights
□ Generate reports instead of AI queries
□ Contact support for complex analysis needs

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🚀 Performance Optimization Strategies

Optimization 1: Response Time Improvement

Target: Response times under 3 seconds consistently

Optimization Steps:

1. Knowledge Base Optimization (30 minutes):

   Audit Process:
   □ Remove duplicate documents
   □ Combine related information
   □ Delete outdated content
   □ Organize by topic priority

2. Agent Configuration Streamlining (45 minutes):

   Simplification Tasks:
   □ Reduce agent prompt length
   □ Remove unnecessary instructions
   □ Focus on core functionality
   □ Test response speed improvements

3. Monitoring Setup (15 minutes):

   Tracking Implementation:
   □ Set up daily response time alerts
   □ Create weekly optimization reviews
   □ Monitor improvement trends

Expected Results: 40-60% response time improvement

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Optimization 2: Success Rate Enhancement

Target: Success rate above 85%

Enhancement Process:

1. Conversation Flow Analysis (1 hour):

   Success Pattern Study:
   □ Analyze top 20 successful conversations
   □ Identify common success factors
   □ Document effective response patterns
   □ Map optimal conversation flows

2. Failure Point Elimination (1 hour):

   Problem Resolution:
   □ Review top 20 failed conversations
   □ Identify common failure points
   □ Add missing knowledge
   □ Improve problematic responses

3. Testing and Refinement (30 minutes):

   Validation Process:
   □ Test improvements with sample conversations
   □ Monitor success rate changes
   □ Iterate based on results

Expected Results: 15-25% success rate improvement

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Optimization 3: Customer Satisfaction Boost

Target: 90%+ positive sentiment conversations

Satisfaction Strategy:

1. Tone and Personality Optimization (45 minutes):

   Personality Enhancement:
   □ Make agent more empathetic
   □ Add personality and warmth
   □ Improve problem acknowledgment
   □ Enhance solution explanations

2. Proactive Problem Solving (1 hour):

   Anticipation Implementation:
   □ Identify common customer concerns
   □ Add proactive information sharing
   □ Provide alternatives when needed
   □ Explain limitations clearly

Expected Results: 20-30% improvement in positive sentiment

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📊 Analytics Optimization

Optimization 4: Report Automation Setup

Goal: Automated insights delivery to key stakeholders

Setup Process:

1. Stakeholder Mapping (30 minutes):

   Audience Analysis:
   □ Executive team: High-level KPIs weekly
   □ Operations team: Daily performance metrics
   □ Support team: Issue identification reports
   □ Sales team: Lead generation analytics

2. Report Configuration (45 minutes):

   Automation Setup:
   □ Create executive weekly summary
   □ Set up daily operational alerts
   □ Configure monthly strategic reviews
   □ Test delivery and formatting

Business Impact: Improved decision-making speed and data visibility

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Optimization 5: Advanced Analytics Workflows

Goal: Proactive issue identification and resolution

Workflow Implementation:

1. Alert System Setup (1 hour):

   Monitoring Configuration:
   □ Response time threshold alerts
   □ Success rate decline warnings
   □ Unusual conversation volume notifications
   □ Customer sentiment deterioration alerts

2. Response Protocols (45 minutes):

   Action Plans:
   □ Define response procedures for each alert type
   □ Assign responsibility for different issues
   □ Create escalation procedures
   □ Test alert system functionality

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🎯 Continuous Improvement Process

Weekly Optimization Routine (30 minutes)

Monday: Performance Review

□ Check weekend performance
□ Review automated weekly report
□ Identify top 3 improvement opportunities
□ Plan week's optimization focus

Wednesday: Mid-week Check

□ Monitor progress on weekly goals
□ Address any emerging issues
□ Adjust optimization strategy if needed

Friday: Results Analysis

□ Measure week's improvement results
□ Document successful optimizations
□ Plan next week's focus areas
□ Update team on progress

Monthly Strategic Review (2 hours)

Month-end Analysis:

□ Calculate ROI from optimizations
□ Review customer feedback trends
□ Assess goal achievement
□ Plan next month's priorities

Strategic Planning:

□ Set optimization goals for next month
□ Allocate resources for improvements
□ Update optimization processes
□ Train team on new techniques

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🆘 When to Contact Support

Technical Issues:

• Data not appearing despite confirmed conversations
• Analytics dashboard completely non-functional
• AI Insights repeatedly failing
• System-wide performance problems

Strategic Consultation:

• Complex multi-agent optimization
• Advanced analytics implementation
• Custom reporting requirements
• Integration with external systems

Contact Information:

• Support email: support@optimly.io
• Include: Screenshots, error messages, specific symptoms
• Expected response: 24 hours for technical issues

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💡 Pro Tips for Ongoing Success

Daily Habits:

• 5-minute performance check each morning
• Address any negative trends immediately
• Monitor customer emotion patterns
• Celebrate improvements and wins

Weekly Practices:

• Review optimization progress
• Test new improvement strategies
• Share insights with team
• Plan next week's focus

Monthly Reviews:

• Calculate business impact
• Update optimization strategies
• Train team on new techniques
• Set goals for next month

Remember: Optimization is an ongoing process. Small, consistent improvements compound into significant business impact over time.