Analytics

The Analytics dashboard shows you how Lyro is performing - how many conversations come in, how many your AI resolves on its own, how satisfied your customers are, and how fast they get a first reply. You build the view you want from drag-and-drop charts and pull the underlying data out as CSV whenever you need it.

The dashboard

When you open Analytics you land on a grid of chart tiles. Each workspace starts with a standard set of charts so you see meaningful numbers right away, with no setup.

Drag any tile by its header to rearrange the grid.
Resize a tile from its bottom-right corner.
Your layout is saved automatically and stays the way you left it.

The starter set covers your most important signals out of the box: resolution rate, answer rate, intents, customer CSAT, AI CSAT, conversations, response time, knowledge grounding, and tool health.

Tip: Click a point or segment inside most charts to drill down into the exact conversations behind that number. It is the fastest way to go from a metric to the real chats driving it.

Selecting a date range

The date-range control at the top of the page sets the window for every chart at once.

Quick presets: Today, 7 days, and 30 days.
Calendar: pick any custom start and end date.

You can look back up to 90 days. Date boundaries are calculated in UTC.

Building and saving charts

Select New chart to open the chart builder. A live preview updates as you choose options, so you always see what you are about to save. There are two ways to build a chart:

Metric - choose a curated metric (like resolution rate or CSAT) with the accurate aggregation already wired up. An info icon next to each metric explains exactly what it measures.
Event - build directly on any raw event Lyro has collected, then aggregate it by count, sum, or average. Useful for custom or advanced views.

For each chart you can set:

Name - what the tile is called on your dashboard.
Break down by - split the chart into series, for example by source, sender, tool, or intent.
Chart type - line, bar, stacked bar, donut, or number (a single big figure).
Date range - the default window for that saved chart.

For stacked bar charts on count-based metrics, you can also switch values between Number (absolute counts) and Percentage (each bar normalized to 100% to show share over time).

Select Save chart and it appears as a new tile. To change a chart later, open its menu and choose edit; you can also delete charts you no longer need.

Note: Test and playground conversations are excluded by default so your reports stay clean. Turn on Include test traffic from the dashboard settings menu if you want them counted.

Common metrics

These are some of the metrics you can chart. Each one can be broken down and rendered as line, bar, or number views.

Metric	What it tells you
Conversations	Number of conversations started per day - useful context for the rates below.
Messages	Volume of messages sent, with an optional split by sender (visitor, AI, operator).
Resolution rate	Share of engaged conversations the AI handled without handing off to a human.
Answer rate	Share of conversations where the AI sent at least one reply.
Response time	Average time between a visitor's first message and the AI's first reply.
Human CSAT	Average customer star rating submitted in the chat widget (1-5).
AI CSAT	Average score from the AI's own self-evaluation of each conversation (1-5).
CSAT response rate	Share of rating prompts customers actually answered - tells you how trustworthy the average is.
Knowledge grounding rate	Share of conversations where your knowledge base returned a relevant hit.
Tool success rate	Share of tool and integration calls that returned a usable result, with a per-tool breakdown.
Intents	Distribution of customer messages by classified topic, shown as a donut by default.

Tip: Pair resolution rate with CSAT. Resolution rate tells you the AI finished the conversation; CSAT tells you the customer was actually happy with how it went.

The Intents chart classifies each incoming message into topics, so you can see what your customers ask about most. Switch it to a stacked bar in the builder to watch how topics shift over time. To improve the answers behind these numbers, see Knowledge and Agents.

Exporting data

You can export at two levels:

Per chart - export the data behind a single tile as CSV from the chart's menu.
Full conversation export - open the dashboard settings menu and choose Export CSV.

The conversation export gives you one row per conversation for the current date range. You choose which columns to include, such as channel, status, resolution, handoff, intents, human CSAT, and AI CSAT. Two extra options are available:

Include email addresses - off by default; this exports raw personal data and is audited.
Use my timezone for day boundaries - switch from UTC to your browser's timezone.

The export always matches what your charts show, so the Include test traffic setting carries through to the file. The conversation export is available to workspace owners.

Resetting to defaults

If your dashboard gets cluttered, open the settings menu and choose Reset to default charts. This replaces every chart in the workspace with the standard starter set. Custom charts are removed, so reset only when you want a clean slate.

Conversations - dig into individual chats behind your metrics.
Findings - surface gaps and improvement opportunities Lyro spots for you.
Measure and improve - a guided workflow for turning analytics into action.