The Analytics section of your Tidio project allows you to access valuable details about your live conversations, tickets, operator performance, leads, sales, and the Lyro AI chatbot. See how your business can benefit from understanding the available metrics!
In this article, you'll learn:
- How to navigate the Analytics section
- The benefits of Analytics
- What the Overview panel can tell you
- What the human support metrics are
- What the AI support (Lyro) metrics are
- What the lead metrics are
- What the sales metrics are
Navigating your Analytics section
You can access your project's Analytics section from the main menu on the left:
The Analytics section is divided into five main subsections, each allowing you to check different metrics of your project:
- Overview
- Human support
- AI support
- Leads
- Sales (Shopify only)
Overview
In this panel, you get a general overview of your current data in chart form: Interactions, Lyro AI Chatbot resolution rate, and Leads acquired. Each chart is comprised of several different metrics, giving you general insight into the different ways your visitors interact with Tidio, how Lyro AI is performing, and how you generate your leads.
For more details, see the dedicated section of this article.
Human support
This panel includes several different tabs, each containing information on different aspects of your human support: Live conversations, Tickets, Operator performance, and Online hours.
For more details, see the dedicated section of this article.
AI support
In this panel, you can see all the available metrics associated with Lyro, the AI chatbot.
For more details, see the dedicated section of this article.
Leads
Here, you can see some details about how you've been acquiring your leads.
For more details, see the dedicated section of this article.
Sales
The metrics in this panel can tell you about your Tidio-assisted sales and how your operators perform in this regard. This panel is only available if your Tidio project is integrated with a Shopify store.
For more details, see the dedicated section of this article.
The benefits of Analytics
The goal of the analytics section is to help you assess your business' work on handling communication with your customers. By looking into the Analytics section, you'll learn about the following:
- The number of conversations and their trends
- The busiest hours
- How long your clients wait for your operators' responses
- The satisfaction ratings left by your customers
- Your operators' performance
- Revenue generated with the help of Tidio
- Ticketing performance
... and more!
Improve and organize your work by knowing how your operators perform, how to schedule their shifts, and understand the patterns behind the conversations rated positively or negatively.
Overview
This first panel gives you access to three different charts:
Note that you can always select the timeframe you'd like to analyze by selecting a range of dates from the calendar menu in the top-left:
Another useful feature is the option to choose between two different chart modes: the bar chart and the line chart. You can decide about that in the upper-right of some charts in Analytics overall:
Interactions
This tab shows you the overall number of interactions you've had in the selected time period, as well as four different metrics in the chart below:
- Handled live conversations
- Handled tickets
- Flows interactions
- Lyro AI Chatbot conversations
To see more details, hover your cursor over a specific bar (or point) on the chart:
Lyro AI Chatbot resolution rate
This tab shows you the overall percentage of conversations solved by Lyro (in the selected time period), as well as three different metrics in the chart below:
- Resolution rate
- Resolved conversations
- Unresolved conversations
To see more details, hover your cursor over a specific bar (or point) on the chart:
Leads acquired
In this tab, you can see the overall number of leads you've acquired in the selected timeframe, as well as two different metrics in the chart below:
- Leads from conversations
- Leads from flows
To see more details, hover your cursor over a specific bar (or point) on the chart:
Human support
The Human support panel includes four separate tabs, each with its own insights into different aspects of your Tidio project:
Live conversations
At Tidio, we define a conversation as an exchange of messages between a visitor and an operator (or operators).
The conversation starts with a new message, and it can be ended in two ways:
- The operator solves the conversation in the Tidio panel
- There are no new messages in the conversation for 3 hours (the chat will not disappear from the My Open conversations section in the Tidio panel; it still needs to be solved manually)
The data will be updated whenever the two events above occur.
The Live conversations tab allows you to check aggregated data about the conversations you've had with your customers. At the top, you can decide about the timeframe you want to analyze (by selecting a range of dates or specific date from the calendar); the channel(s) you'd like to analyze; and the operator(s) whose performance you'd like to check. You also get the option to export all your data and receive it via email.
You'll also see four general metrics:
- All live conversations
- Handled live conversations
- Missed live conversations
- Live conversations taken over by flow
All live conversations
The total number of all conversations you've had; the sum of conversations started by visitors and operators.
Handled live conversations
Conversations that received a reply from the operator or were started by operators.
Missed live conversations
Conversations started by visitors and haven't received a reply from an operator within 3 hours. If the operator responds after 3 hours, their message will be counted as a new conversation.
Live conversations taken over by flow
Conversations that initially appeared in the Unassigned folder, but were left without a response from a live operator. These conversations have eventually been handled by a flow, and hence disappeared from the Unassigned folder.
Below the metrics described above, you will find five charts:
- Live conversations
- First response time
- Satisfaction rate
- Conversation duration
- Conversations started by visitors
Live conversations
The number of conversations per day or month. Hover your cursor over a specific point on the chart to see more details. You can also see the average time calculated in the top-left.
First response time
This metric defines the time your visitors have waited for the operators' first response. This is only counted for conversations that visitors start. On the chart, you'll see the average first response time and the number of conversations that received their first response within a specific timeframe. Hover your cursor over a specific column on the chart to see more details. You can also click on a column to see an even more detailed chart.
Satisfaction rate
An average of the ratings you've gathered as well as specific scores for each day. Hover your cursor over a specific point on the chart to see more details.
With the View rated live conversations option at the bottom, you can check the details of all rated conversations to find strong and weak points of your operators' performance.
Conversation duration
You can see your average live chat duration, as well as the number of conversations divided into different duration groups. Hover your cursor over a specific column on the chart to see more details. You can also click on a column to see an even more detailed chart.
Conversations started by visitors
This chart lets you check how many visitors started conversations during specific hours on particular days. You can treat it as the basis for preparing your operator's schedule, so that your team can cover the most demanding traffic efficiently. Hover your cursor over a specific tile to see more details.
Tickets
The Tickets tab shows you the data regarding all your tickets. At the top, you can decide about the timeframe you want to analyze (by selecting a range of dates or specific date from the calendar); the channel(s) you'd like to analyze; the operator(s) whose performance you'd like to check; and any available ticket tags that you'd like to limit your metrics to.
You'll see two general metrics:
All tickets
The total number of tickets within a particular timeframe.
Handled tickets
The number of tickets where an operator has responded.
Below the metrics mentioned earlier, you will see four charts:
Tickets
The average number of tickets within a particular timeframe, either per day or per month. Hover your cursor over a specific point on the chart to see more details.
First response time
The average time needed for operators to respond to the first message in a ticket (either per day or per month). Hover your cursor over a specific point on the chart to see more details.
Satisfaction Rate
The average of all ratings you've gathered (from the selected timeframe) as well as the ratings for each day separately. Hover your cursor over a specific column on the chart to see more details.
With the View rated tickets option at the bottom, you can check the details of all rated tickets to find strong and weak points of your operators' performance.
Resolution time
This chart shows how long it usually takes your team to solve a ticket. Hover your cursor over a specific column on the chart to see more details. You can also click on a column to see an even more detailed chart.
Operators performance
This tab allows you to assess your operators' overall performance by looking at their detailed metrics. You can choose a timeframe from the calendar menu in the top-left, as well as select a specific operator (or multiple operators) whose performance you'd like to analyze.
There are two separate lists available: one for conversation-related metrics, and the other for ticket-related metrics.
In the Live conversations list, you can see all your operators with their individual metrics:
- Live conversations
- Online hours
- Live conversations per hour
- First response time
- Satisfaction rate
- Conversation duration
You can sort the list by each column, and see each operators' rated conversations (by using the button on the far right).
Live conversations
The operator's total number of handled conversations (within the selected timeframe).
Online hours
The operator's total amount of time during which their status was online.
Live conversations per hour
The operator's average amount of conversations per hour.
First response time
How long the visitors have waited for the operator's first response in new conversations, on average.
Satisfaction rate
The operator's average rating, calculated from the ratings left by users on chat.
Conversation duration
The operator's average conversation time.
The Tickets list is very similar to the Live conversations list described above, but has slightly different metrics available. Again, you can see a list of all your operators with their individual metrics:
You can sort the list by each column, and see each operators' rated tickets (by using the button on the far right).
Tickets
The operator's total number of handled tickets (within the selected timeframe).
Online hours
The operator's total amount of time during which their status was online.
Tickets per hour
The operator's average amount of tickets handled per hour.
First response time
How long the users have waited for the operator's first response in a ticket thread, on average.
Satisfaction rate
The operator's average rating, calculated from the ratings left by users via email.
Online hours
This tab allows you to see the exact periods of time during which each operator was online, and how many conversations they've handled during those periods. You can select a specific date from the calendar menu in the top-left, and decide which operator(s) you'd like to see listed with their recorded online hours.
You can see three general metrics as well:
Handled live conversations
The total number of conversations where the visitor received a reply (or where the conversation was started by an operator), on the selected day.
Missed live conversations
The total number of conversations where no operator responded within 3 hours since the visitor's most recent message (on the selected day).
Operators' availability
The overall amount of time during which at least one operator was online on the selected day.
Below the metrics listed above, you can see a list of all your selected operators along with their individual online time, and the overall number of their conversations. Hover your cursor over particular blocks to see more details about that specific period of the day:
AI support
The AI support tab 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)!
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 three general metrics available:
Resolution rate
The percentage of all resolved conversations where Lyro provided an answer, and the visitor either left the conversation or hasn't asked for a live operator's assistance.
Answer rate
The percentage of all visitor questions that have been answered by Lyro in general.
Transferred to operator
The total number of questions where the visitor has asked to speak with a live operator.
Below the metrics listed above, you can see five charts:
Conversation resolution overview
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: line chart (the default) 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:
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.
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:
Leads
The Leads tab allows you to see how many leads have been collected by your operators (or Tidio's automation) in a specified timeframe. You can see the overall number as well as more detailed stats underneath. Hover your cursor over a specific point on the chart to see more details.
Sales
The Sales tab lets you see how Tidio helps you with your sales, your average order value, and which operators (or flows) generate the most sales.
At the top of this section, you will see three general metrics:
Sales assisted
The total sales revenue from all orders, generated with the assistance of Tidio (attributed to both operators and flows).
AOV
The average order value from sales assisted by Tidio (attributed to both operators and flows).
Orders
A total number of orders assisted by Tidio.
Below the graph, you will see two additional lists:
Sales assisted by operators
A list of operators and the amount of conversations that resulted in sales. You can also see each operator's AOV (average order value) as well as the number of resulting orders.
A sale is attributed to an operator if it was made within seven days since the visitor spoke to the operator. If a purchase is made later than that, it is not counted as a sale.
Sales assisted by flows
A list of flows, how many coupon codes were used/sent by the flows, the number of sales that occurred after that, and the AOV (average order value).
These sales are counted only when the Shopify Coupon Code action is used inside the flows.
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