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:
Accessing Lyro Analytics
Inside the Lyro section of your Tidio panel, you will find the Analytics tab:
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 available metrics
The AI support panel grants you access to various Lyro-related metrics. Please note that you can access these analytics without the Growth package (as opposed to other tabs of the Analytics section)!
This panel is comprised of two separate tabs, each providing insights into the different ways your users interact with Lyro:
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
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 questions where the visitor has asked to speak with a live agent.
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).
Hover your cursor over a specific point to see more details:
Note that you can switch between two modes here as well: line chart or bar chart:
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:
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:
You can hove your cursor over one of the shares to see exact number as well:
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 operator 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.
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.
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.
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 unanswered link on the right of every intent; this will let you see the entire list of individual questions that Lyro failed to answer successfully, for that particular intent.
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.
You can access a list of all rated Lyro conversations by clicking on the View rated conversations link at the bottom of the chart:
Emails
In this tab, you can see Lyro metrics associated with tickets (email threads in Helpdesk). 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
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 one chart (more are being worked on currently!):
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.
Hover your cursor over a specific point to see more details:
Improving Lyro's performance
Please note that you can access a summary of all these key Lyro metrics in your Lyro Hub section; it serves as a general command center, with useful insights and links to relevant areas:
Among other things, you can see your Knowledge score, as well as information about unanswered questions, helping you improve Lyro's performance overall.
If you'd like to learn more about ways to improve Lyro's performance, please see this article for a comprehensive guide!
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