Analytics
Analytics
Track how Lumen performs over time. Pro and above.
Analytics shows how Lumen is doing for your store over time. It's available on Pro, Pro+ and Scale. Go to Apps → Lumen → Analytics.
Free stores still get the weekly snapshot on the Home dashboard and the full list in Conversations.
Date range
Choose the last 7, 30 or 90 days at the top of the page.
Overview (Pro and above)
| Metric | Meaning |
|---|---|
| Conversations | Shopper sessions in the range, and your monthly usage |
| Handled by Lumen | Sessions that never became a ticket |
| Escalations | Sessions that became a ticket for your team |
| Avg sentiment | Average shopper mood, from conversation tone |
| Customer feedback | Thumbs-up and thumbs-down counts |
| Why customers escalate | Escalations grouped by angry, frustrated, urgent, confused or other |
Report (Pro and above)
The Report tab lists sessions with filters for sentiment and status, and a search by ticket or order number. From here you can export a CSV.
Advanced analytics (Pro+ and Scale)
- Sentiment trend: daily shopper sentiment over the range.
- Support attention signals: how often Lumen calmed a frustrated shopper, and how often it still had to hand off.
- Repeat order lookups: orders shoppers check again and again, which often means a stuck or late shipment.
Using the numbers
- A falling Handled by Lumen share often means a shipping problem, or a policy that's missing from Policy knowledge.
- Many repeat lookups for one order is a good reason to contact that shopper first.
- Check Not helpful feedback in Conversations to see which answers need work.