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 analytics
• What metrics are available
• How to read the Resolution rate graph
• How to read the Answer rate graph
• How to improve Lyro's performance

 

 

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 Lyro AI Chatbot tab inside. You can access this manually as well, of course:

 

 

 

The available metrics

 

Inside the Analytics panel, you will see some basic information: the general Resolution rate and Answer rate, as well as the Transferred to operator metric and the amount of Time saved.

Below this overview, there are also two separate graphs with more details for the Answer rate and Resolution rate. Both of these graphs will help you learn how Lyro has been performing.

 

You can select a specific timeframe from the calendar menu at the top, which lets you check a particular period of Lyro's activity.

 

 

 

Answer rate

This is the average percentage of all the questions that Lyro was able to answer during the specified period.

A single conversation between Lyro and a visitor can be comprised of many questions, naturally, and they are all counted separately for this metric.

 

Resolution rate

This is the average percentage of entire conversations that Lyro was able to resolve successfully during the specified period.

It’s calculated by dividing Lyro's solved conversations by the number of all Lyro conversations in general.

A conversation is considered started when Lyro picks up a message and responds to it. A conversation is considered finished if Lyro has answered successfully and 15 minutes pass without any further message from the visitor.

A conversation is counted as unresolved if Lyro fails to answer the last question. Please note: it may also end up unresolved if the visitor requests help from a live operator, if they are transferred to a live operator, or if an operator joins the conversation manually.

 

Transferred to operator

This shows the total number of times that a visitor requested assistance from a live operator during the specified period.

 

Time saved

This metric shows you the total amount of time Lyro has effectively saved you during the specified period.

The calculation is based on your actual Tidio account data; the resulting time saved (in minutes) is the total number of Lyro conversations (not just successful ones!) multiplied by the average conversation time of your live operators.

 

 

The Resolution rate graph

 

The Resolution rate graph shows you the percentage of entire conversations that Lyro was able to end successfully (over a specified period of time). This corresponds directly to the average Resolution rate metric displayed at the top.

You can hover your mouse pointer over any individual point in the graph, and you will see the specific resolution rate for a particular date (either a day or a month, depending on the mode you've enabled in the top-right of the graph itself).

 

 

 

The Answer rate graph

 

The Answer rate graph visually represents the percentage of questions that Lyro answered successfully over a specified period of time. This corresponds directly to the average Answer rate metric displayed at the top.

You can hover your mouse pointer over any individual point in the graph, and you will see the specific answer rate for a particular date (either a day or a month, depending on the mode you've enabled in the top-right of the graph itself).

 

 

 

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!