Analytics
Read and act on the metrics in your Operations Dashboard: orders, revenue, automation rate, and response time.
Overview
The Opsfly Console Analytics dashboard gives you a real-time view of your customer support operations. The headline metrics — conversations handled, orders confirmed, automation rate, and average response time — update in real time as your agent processes messages.
This page explains what each metric means and how to act on it.
How it works
Analytics data is captured for every message your agent handles. Each conversation is classified by outcome: resolved by agent, escalated to human, order confirmed, or unanswered. These classifications power the dashboard charts and the weekly report that lands every Monday.
💡 Tip: Your automation rate is the single most important metric to track. If it drops below 75%, check the 'Unresolved handoffs' tab to see which customer questions your agent couldn't answer — these point directly to gaps in your system prompt.
Step by step
Prerequisites
- At least one connected platform with an active agent
- Minimum one week of conversation data for trends to be meaningful
Configuration
No setup required. The Analytics dashboard is available in Console → Analytics for all active workspaces. You can filter by date range, channel, and agent. Export to CSV is available from the top-right menu.
Next steps
For a structured summary of your weekly performance, see Reports.