Metrics explained
Detailed explanation of each metric in the Lumen analytics dashboard.
Understanding your metrics helps you measure Lumen's impact on your support workload.
Deflection rate
What it measures: The percentage of customer conversations resolved by Lumen without human intervention.
How it's calculated: (Total conversations - Escalated conversations) / Total conversations × 100
Why it matters: A high deflection rate means fewer support tickets for your team. Most stores see a 60–80% deflection rate with Lumen, meaning the majority of WISMO queries are handled automatically.
How to improve it:
- Ensure your Shopify order and fulfillment data is up to date
- On Pro+, configure the AI persona with store context (shipping policies, typical delivery times) so Lumen can answer more questions
Response time
What it measures: The average time between a customer sending a message and Lumen responding.
Why it matters: Fast responses keep customers engaged and reduce abandonment. Lumen is optimized for quick responses on all plans.
Sentiment score (Pro+ only)
What it measures: The overall tone of customer conversations, scored from negative to positive.
How it's calculated: Lumen's AI analyzes the language and tone of customer messages to classify overall sentiment.
Why it matters: Tracking sentiment over time helps you identify:
- Whether a shipping delay is causing widespread frustration
- If a particular carrier is generating more complaints
- Seasonal patterns in customer satisfaction
Escalation rate
What it measures: The percentage of conversations that needed human support.
How it's calculated: Escalated conversations / Total conversations × 100
Why it matters: A rising escalation rate might indicate:
- A product quality issue generating complaints
- A shipping problem affecting many orders
- Customers asking for features Lumen doesn't cover (suggesting a need for policy changes)
Conversations by hour
What it measures: When customers are most active in the chat widget.
Why it matters: This helps you understand your support demand pattern. Since Lumen is available 24/7, it's most valuable during hours when your human team is offline — typically overnight and across time zones.