Findings

Findings is where Lyro reviews your real conversations and surfaces quality issues for you to act on - knowledge gaps, misclassified questions, and recurring requests your agent could not answer. Each finding is a specific question Lyro wants to raise about your setup, paired with a suggested fix.

What a finding is

A finding is an automatically detected quality issue pulled from analyzing your conversation history. Instead of reading transcripts one by one, you get a short, ranked list of things worth your attention, such as:

• Knowledge gaps where customers asked something your knowledge base could not answer
• Misclassifications where questions were tagged with the wrong intent (or no intent at all)
• Recurring questions that keep coming up across many conversations

Each finding shows a title, a one-line summary, how many conversations it affects, the primary intent involved, and a confidence level. High-confidence findings are grouped as Urgent; everything else appears under Worth a look.

Reading a finding

Open any finding to see the full detail panel. It includes:

• Summary - a plain-language explanation of the issue.
• Why Lyro flagged this - the reasoning behind the finding and the confidence tier.
• Impact - the number of conversations affected, plus the related intent and knowledge base.
• Evidence conversations - the actual chats behind the finding. Expand the list and jump straight to any conversation to see it in context.

Tip: Not sure what to make of a finding? Use Ask Lyro from the detail panel to open a chat already primed with a question about why it was flagged and what to do next.

Finding statuses

Every finding moves through a simple lifecycle. You can change a status from the row menu or from the detail panel.

When Lyro snoozes a finding because it looks fixed, you will see a prompt to either Confirm fixed or Reopen it.

Filtering and bulk views

Use the status, knowledge base, and intent filters at the top of the page to focus the list. Your status filter is remembered per workspace, so if you prefer to hide closed findings, they stay hidden across visits. Clear all filters at any time to see everything again.

Remediation suggestions

Findings are not just alerts - each one comes with a way to fix it directly:

• Create a knowledge article - for knowledge gaps, click Draft article and Lyro writes a draft article that answers the missing question. You are dropped straight into the editor to review and publish it. If a draft already exists, you can continue editing it instead.
• Fix the intent - for misclassifications, refine your intents so similar questions get categorized correctly going forward. Findings link back to the relevant intent so you know exactly what to adjust.

Once you have applied a fix, mark the finding Resolved so it leaves your open list.

Note: Resolving or dismissing a finding hides it from your open list but keeps it in your history, so nothing is lost.

Sweeps and history

Lyro detects findings by running a sweep over your conversations.

• Scheduled sweeps run automatically on a recurring basis. The header shows when the next sweep is due and when the last analysis ran.
• On-demand sweeps let you refresh findings whenever you want - click Run sweep and Lyro analyzes recent conversations (this usually takes a few minutes).
• The first time you turn Findings on, Lyro runs an initial analysis over your recent history to build your starting list.

A banner appears while a sweep is in progress, and the list refreshes on its own when it finishes.

Resolution history

The History tab is Lyro's activity log of past sweeps. Each entry shows whether the sweep succeeded or failed, how many conversations it processed, and how many findings it detected. If a sweep fails, you can retry it directly from here.

Where to go next

• Turn Findings on or adjust the sweep schedule in Settings.
• Dig into trends behind your findings in Analytics.
• Improve the answers Lyro gives by expanding your knowledge base.
• See how findings tie into your broader quality loop in Measure and improve.