# Lyro Analytics Section: Lyro - AI Agent Description: Check how Lyro performs: the AI support report on every plan (live conversations, emails, knowledge performance) and the 30-day dashboard in Lyro's Hub. Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/lyro-analytics/ As with all crucial tools in Tidio, you can access detailed information on how Lyro performs. This can help you better understand how your visitors are using Lyro, and how you may improve your setup. **In this article, you will learn:** - [How to access Lyro (and sales) analytics]() - [What metrics are available]() - [How to check Lyro's results at a glance in the Hub]() - [How to improve Lyro's performance]() [Video]() Silent walkthrough. Check Lyro's results in the Hub, open the full AI support analytics, review suggestions for an intent, open the Not involved emails in View emails, and switch to Knowledge performance. ## Accessing Lyro (and sales) analytics Inside the **Lyro AI Agent** section of your Tidio panel, you will find the **Analytics** tab: ![The Lyro AI Agent sidebar has an arrow pointing to the "Analytics" shortcut below "Conversations".]() It's a kind of shortcut - clicking on it will effectively take you to the general **Analytics** section in Tidio, and to the **AI support **panel inside. You can access this manually as well, of course: ![The Analytics sidebar lists "Overview", "Human support", "AI support", "Sales", and "Leads".]() Note the **Sales** analytics section as well: that is a separate panel altogether, and includes valuable product-related details for both **Shopify** and **non-Shopify** store integrations. Please see [this dedicated **Analytics** guide]() for more information about Sales analytics (and much more\!). ## The available metrics The **AI support** panel grants you access to various **Lyro**-related metrics. Please note that these analytics are available on **every plan**, including Free - you can access them **without the Growth package** (as opposed to some other parts of the **Analytics** section)\! This panel is comprised of **three** separate tabs, each providing insights into the different ways your users interact with Lyro: - [Live conversations]() - [Emails]() - [Knowledge performance]() ![The AI support panel has tabs for "Live conversations", "Emails", and "Knowledge performance", with "Live conversations" selected.]() ### Live conversations In this tab, you can see Lyro metrics associated with live conversations. At the top, you can select a **timeframe** that you'd like to analyze (using the calendar menu) and decide whether you'd like to check the metrics on a **daily** or **monthly** basis. There are **four general metrics** available: - [All conversations]() - [Resolved conversations]() - [Resolution rate]() - [Transferred to agent]() ![The AI support dashboard shows 7,996 conversations, 5,585 resolved, a 69% resolution rate, and zero transfers, with resolution trends and a share chart.]() #### All conversations The number of all live conversations that Lyro has handled (in the selected timeframe). #### Resolved conversations The number of all visitor questions that have been resolved by Lyro in general, without any agent's assistance (where the visitor either left the conversation or hasn't asked for a live agent's assistance). #### Resolution rate The percentage of all resolved conversations where Lyro provided an answer, without any agent's assistance. #### Transferred to agent The total number of conversations that Lyro transferred to your human agents. Below the metrics listed above, you can see **seven charts**: - [Conversation resolution]() - [Conversations resolution share]() - [Resolution rate]() - [Asked questions]() - [Answer rate]() - [Answers by intent]() - [Satisfaction rate]() #### Conversation resolution This chart shows two separate metrics: **Resolved conversations** (the total number of conversations where Lyro provided an answer, and the problem was solved) and **Unresolved conversations** (the total number of conversations where Lyro provided an answer, but the problem wasn't solved). ![The Conversation resolution line chart shows 5,585 resolved and 2,411 unresolved conversations, with a View conversations link below.]() Hover your cursor over a specific point to see more details: ![The Conversation resolution chart has a tooltip showing 256 resolved conversations on 26 March 2025, with a View link.]() Note that you can switch between two modes here as well: **line chart** or **bar chart**: ![The chart display controls have the bar chart button selected, with its "Bar chart" tooltip visible beside the line chart button.]() In the bottom-left of the chart, you can use the **View conversations** link and access all of Lyro's conversations from the selected timeframe. This allows you to see all of the chat transcripts, or just the resolved or unresolved ones: ![The Lyro conversations window shows All, Unresolved and Resolved tabs, a conversation list, and an open resolved chat with a Go to conversation link.]() #### Conversations resolution share On the right, you can see the circular **Conversations resolution share** chart; it shows the **total number of conversations** handled by Lyro, as well as the percentage of **Resolved** and **Unresolved conversations**: ![The Conversations resolution share chart shows 7,996 total conversations, with 69% resolved (5,585) and 31% unresolved (2,411).]() You can hove your cursor over one of the shares to see the exact number as well: ![The Conversations resolution share chart highlights the unresolved segment, with a tooltip showing 2,411 unresolved conversations.]() #### Resolution rate This chart shows the percentage of conversations where Lyro provided an answer and the visitor either left or hasn't asked for live agent assistance. Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The Resolution rate line chart shows a 69% average and a tooltip marking a 76% resolution rate on 23 March 2025.]() #### Asked questions This chart shows three separate metrics: **Answered questions** (the total number of questions Lyro has been able to answer); **Unanswered questions** (how many questions Lyro hasn't been able to answer); and **Transferred to agent** (how many times a conversation has been transferred to a live agent for assistance). Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The Asked questions chart shows 15,794 answered questions, 2,894 unanswered questions and zero transfers to an agent, with a tooltip showing 658 answered questions on 24 March 2025.]() #### Answer rate This chart shows the percentage of all visitor questions that have been answered by Lyro. Hover your cursor over a specific point to see more details. You can switch between a **line chart** and **bar chart** mode here as well. ![The Answer rate line chart shows an 84% average, with a tooltip displaying an 85% answer rate on 21 March 2025.]() #### Answers by intent This list shows the **most common topics** that visitors ask about, as understood by Lyro AI. These intents are listed from the most common to the least common (you can use the **Show more** link at the bottom to see the complete list). Each intent has several metrics displayed: the **answer rate**, the** ratio of answered to unanswered**, and the exact **number of times** the intent has been detected by Lyro. You can also access Lyro's **Suggestions** section by clicking on the **Review suggestions** link (with the number of suggestions) on the right of every intent - or you'll see **No suggestions** if there aren't any; this will let you see the entire list of individual questions that Lyro failed to answer successfully, for that particular intent. ![Analytics \> AI support \> Live conversations, the Answers by intent list: seven intents (e.g. order status, shipping, refund) each with its answer rate, the answered/unanswered bar and the count, the "Review suggestions (n)" link on the right of each, and the "Show more" link at the bottom]() 💡 **Please note:** **Answers by intent** is shown for projects whose industry is an online store, an agency, beauty and wellness, or services (on other projects, it only appears once there's intent data to show). The list fills in once Lyro has detected at least **5** different intents in the selected timeframe. #### #### Satisfaction rate This chart represents Lyro's satisfaction score over time, calculated from the ratings left by visitors. Hover your cursor over a specific point to see more details. You can switch between a **line chart** and **bar chart** mode here as well. ![The Satisfaction rate line chart shows an average of 3/5, a tooltip displaying 3.8 on 17 March 2025, and a View rated conversations link below.]() You can access a list of all rated Lyro conversations by clicking on the **View rated conversations** link at the bottom of the chart: ![The Rated conversations window has tabs from Very bad to Very good, with a neutral-rated conversation open and a Go to conversation link.]() ### Emails In this tab, you can see Lyro metrics associated with tickets (email threads). Starting October 26, 2026, Lyro answers your customers' follow-up emails too, not just the first email in a thread (see [Lyro on email]()). The **First-answer rate** and **Answers to first emails** metrics are about the first email in each thread. At the top, you can select a **timeframe** that you'd like to analyze (using the calendar menu) and decide whether you'd like to check the metrics on a **daily** or **monthly** basis. There are **four general metrics** available: - [All emails]() - [Resolved emails]() - [Resolution rate]() - [First-answer rate]() ![The AI support Emails tab shows 1,547 emails, 257 resolved emails, a 16% resolution rate and a 29% first-answer rate above email resolution charts.]() #### All emails The number of all emails that Lyro has handled (in the selected timeframe). #### Resolved emails The number of all tickets that have been resolved by Lyro in general, without any agent's assistance. #### Resolution rate The percentage of all resolved tickets where Lyro provided an answer, without any agent's assistance. #### First-answer rate The percentage of first emails answered by Lyro. Below the metrics listed above, you can see **six charts**: - [Emails resolution]() - [Emails resolution share]() - [Answers to first emails]() - [Resolution rate]() - [First-answer rate]() - [Satisfaction rate]() #### Emails resolution This chart shows two separate metrics: **Resolved emails** (the number of emails solved by Lyro without any agent assistance) and **Unresolved emails** (the number of emails not fully resolved by Lyro; the customer responded in the ticket and a live agent was needed). You can switch between a **line chart** and **bar chart** mode here as well. Please note the **View emails** link in the bottom-left as well; it allows you to see a list of all of the tickets that Lyro has handled. The list has four tabs: **All**, **Unresolved**, **Resolved** and **Not involved**. **Not involved** lists emails Lyro didn't process, because "it either didn't seem like a customer inquiry or included attachments". Click on an email to see its status and use **Go to conversation** to open the ticket: ![The Lyro AI Agent emails window opened from View emails, with the All, Unresolved, Resolved and Not involved tabs and their counts, the Not involved tab selected, and one email open showing the Not involved status with its description and the Go to conversation link]() ![The Emails resolution line chart shows 257 resolved and 1,290 unresolved emails, with a View emails link below.]() Hover your cursor over a specific point to see more details: ![The Emails resolution chart has a tooltip showing 49 unresolved emails on 1 April 2025, with a View link.]() ### #### Emails resolution share On the right, you can see the circular **Emails resolution share** chart; it shows the **total number of tickets** handled by Lyro, as well as the percentage of **Resolved** and **Unresolved emails**: ![The Emails resolution share chart shows 1,547 total emails, with 16% resolved (257) and 84% unresolved (1,290).]() You can hove your cursor over one of the shares to see the exact number as well: ![The Emails resolution share chart highlights the resolved segment, with a tooltip showing 257 resolved emails.]() #### Answers to first emails This chart shows the number of initial emails that have been answered by Lyro. This lets you see how well Lyro replies to the very first email in a thread. Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The Answers to first emails line chart shows an average of 15, with a tooltip displaying 44 first-email answers on 24 March 2025.]() #### Resolution rate This chart shows the percentage of tickets that Lyro has resolved without any agent assistance. Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The email Resolution rate line chart shows a 16% average, with a tooltip displaying a 40% resolution rate on 23 March 2025.]() #### First-answer rate This chart displays the percentage of Lyro's first-email replies. Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The First-answer rate line chart shows a 29% average, with a tooltip displaying a 61% first-answer rate on 22 March 2025.]() #### Satisfaction rate An average of the ratings Lyro has gathered (for email responses) as well as specific scores for each day. Hover your cursor over a specific point to see more details. You can switch between a** line chart** and **bar chart** mode here as well. ![The email Satisfaction rate line chart shows an average of 2.7/5, with a tooltip displaying a satisfaction rate of 4 on 3 July 2025.]() ### Knowledge performance In the **Knowledge performance** tab, you can find a list of the **most often used** question-and-answer pairs. The list shows a maximum of 200 Q&As, sorted by popularity. It includes the Q&A source, the question itself, the total usage count, and the date of its most recent usage. ![The Knowledge performance tab lists Most used Q&As with Source, Name, Usage count and Last used columns, plus a three-dot menu for each row.]() In addition to that, you can click on the three dots on the right, and use the **Edit** option: ![The three-dot menu beside a Q&A is circled, with the Edit option open.]() This way, you can actually** view and modify** the Q&A if necessary: ![The Edit source window contains a refund question and its answer, with editable text fields and a Save button.]() ## Checking Lyro's results at a glance in the Hub For a quick look, head over to **Lyro AI Agent \> Hub**. The **Performance** section there shows Lyro's results for the **last 30 days**, in two tabs - **Live conversations** and **Emails**: ![Lyro AI Agent \> Hub, the Performance section on the Live conversations tab: the Involved, Resolution rate and CSAT cards with their values and trends, the Sales assisted card, the Emails tab next to it, and the View full analytics link in the top-right of the section]() - **Involved** - the percentage of new conversations (or emails) that Lyro handled. - **Resolution rate** - the percentage of conversations Lyro resolved, out of all the conversations where it provided an answer. - **CSAT** - the average satisfaction score from customers who rated their conversation with Lyro. - **Sales assisted** (for Shopify stores) - revenue from orders influenced by Lyro's product recommendations. On other stores, you'll see **Product card clicks** instead: the number of clicks on the product cards Lyro recommended. This card appears on the **Live conversations** tab, once you've set up **Products** in **Lyro AI Agent \> Knowledge** - until then, it offers a **Set up Products** link. Hover over a card to see how it's calculated, and click on **View full analytics** to open the **AI support** report described above. ## Improving Lyro's performance Please note that you can access a summary of several key Lyro metrics in your Lyro **Hub** section; it serves as a general command center, with useful insights and links to relevant areas: ![The Lyro AI Agent Hub shows live conversation performance: 97% involved, 92% resolution rate and 3.6/5 CSAT, alongside a View full analytics link and recommended steps.]() Among other things, you can see Lyro's overall **performance **(separately for live conversations and emails), as well as information about **unanswered questions**, helping you improve Lyro overall. If you'd like to learn more about ways to improve Lyro's performance, please see [this article]() for a comprehensive guide\! ## Further reading - [The Analytics section]() - [Lyro on email: answering whole email threads]() - [Data sources - Lyro's knowledge base]() - [Lyro Suggestions]() - Lyro - the conversational AI agent