Analytics glossary

Note: The information in this article applies to conversations using ticket statuses . If you’re assigning conversation stages to your conversatio...

Term name CSAT comments Purpose Track the volume of customer satisfaction (CSAT) reviews that include a comment. Definition Total number of reviews ...

Term name CSAT reviews Purpose Track the volume of customer satisfaction (CSAT) reviews received. Definition Total number of reviews across all rati...

Term name CSAT overall rating (previously satisfaction score (avg)) Purpose Track the overall satisfaction of your customers with your product or serv...

Term name CSAT score (previously satisfaction score (%)) Purpose Track the overall satisfaction of your customers with your product or service. For mo...

Term name Conversations tagged (%) Purpose Track how impactful a certain tag is. Tags can represent anything you need them to.   Example use case: Cre...

Term name Open at end Purpose Track work not yet completed at the end of the time period.   Example use case: If your team ended the period with a hig...

Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percenta...

Note: The information in this article applies to conversations using ticket statuses . If you’re assigning conversation stages to your conversatio...

Term name Overdue reply time goals OR Overdue resolution time goals (previously SLA breaches) Purpose Overdue reply time goals: Track how often your t...

Term name At risk reply time goals OR At risk resolution time goals (previously SLA warnings) Purpose At risk reply time goals: Track how often a mess...

Term name Tag duration (avg) Purpose Track specific processes where tags are not there to stay, similar to overdue time goals.   Example use case: You...

Term name Removed this period Purpose Track specific processes where tags are not there to stay, similar to overdue time goals.   Example use case: Yo...

Term name Conversations with tag changes Purpose Track specific processes where tags are not there to stay, similar to overdue time goals.   Example u...

Term name Added this period Purpose Track specific processes where tags are not there to stay, similar to overdue time goals.   Example use case: Your...

Term name Overdue reply time (avg) OR Overdue resolution time (avg)(previously SLA breach time (avg)) Purpose Overdue reply time: Track how long it ta...

Term name Met reply time goal (%) OR Met resolution time goal (%) (previously SLA achievement (%)) Purpose Met reply time goal: Track how often your t...

Term name Conversations overdue at end (previously Conversations in breach at end) Purpose Track how many conversations are still overdue at the end o...

Term name Messages with reply time goal OR Messages with resolution time goal (previously Messages with SLA) Purpose Messages with reply time goal: Tr...

Term name Click-through rate (%) Purpose Determine if visitors are finding the articles they’re searching for. Low click-through rate could indicate t...

Term name Total searches Purpose Track how frequently keywords are searched. This can help identify gaps in content if readers are constantly searchin...

Term name Unique views Purpose Understand how widespread the reach of a page is in order to improve discoverability or accessibility. Definition Count...

Term name Articles updated Purpose Understand how many knowledge base articles were updated by content editors. Use this metric to gauge the output of...

Term name Articles viewed Purpose Determine if time is spent maintaining large portions of the knowledge base that are not being visited. You can use ...

Term name Unique visitors Purpose Understand the reach of your knowledge base. Use this information to help inform and improve your discoverability st...

Term name Total views Purpose Understand the general volume of traffic for your knowledge base and check engagement. For specific pages: Identify whic...

On October 8, 2024, Front introduced ticketing features to give teams greater control over the status of their conversations. This new functionality...

Term name Time in [ticket status] Purpose Track how long conversations stay in a specific ticket status. Definition Total time that a conversation se...

Note: The information in this article applies to conversations using ticket statuses . If you’re assigning conversation stages to your conversatio...

Term name New conversations Purpose Track new work resulting from a new inbound or outbound message.   Example use case: Seeing many messages, but few...

Workload metrics are available in the Analytics Live dashboard . These metrics help you track your team’s volume of conversations and identify your ...

Term name Messages received Purpose Track volume of incoming communications. Is especially useful if the number of messages per conversation varies wi...

Term name Time to completion (avg) Purpose Track how long it takes for your chat visitor to complete your chatbot flow. This will give you a better se...

Term name Drop-off rate (%) Purpose Track how many chat visitors begin a chatbot flow in your chat widget but do not complete the chatbot flow. Use th...

Term name Deflection rate (%) Purpose Track how often your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how much yo...

Term name Chats deflected Purpose Track the number of times your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how m...

Term name Flows completed Purpose Track how many chat visitors complete a chatbot flow in your chat widget. This metric helps you understand how often...

Term name Flows initiated Purpose Track how many chat visitors began a chatbot flow in your chat widget. This helps you understand the “reach” of your...

Note: The information in this article applies to conversations using ticket statuses . If you’re assigning conversation stages to your conversatio...

Term name Handle time Purpose Track the amount of time spent crafting a response. This is an internal/productivity point-of-view metric focused solely...

Term name First reply time Purpose Track the length of time a customer has to wait initially before they receive a reply from you.  This is a customer...

Term name Reply time Purpose Track the length of time a customer has to wait before they receive a reply from you. This is a customer point-of-view me...

Note: The information in this article applies to conversations using ticket statuses . If you’re assigning conversation stages to your conversatio...

Term name Replies sent Purpose Track the volume of work produced by your teammates, focusing on replies to clients.   Example use case: As a support a...

Note: The information in this article applies to conversations using conversation stages . If you’re assigning ticket statuses to your conversatio...

Term name Active teammates Purpose Track team capacity during a report period or during specific times of day.   Example use case: Comparing the heatm...

Term name Assigned conversations Purpose Measure the amount of work owned by a specific teammate.    Example use case: Easily see who has too much on ...

Term name Touched conversations Purpose Measure collaboration and contribution by looking at all conversations where your teammates helped in some for...

Term name Archived with reply Purpose Track handled conversations that required interaction with your customers, as opposed to conversations that were...

AI Answers metrics are available in the Chatbots report . These metrics help you understand how AI Answers performs in your Front chatbot and how e...

Term name Closed workload Purpose Track workload that has been completed.   Example use case: See all conversations where attention is no longer requi...

Term name New workload Purpose Track new workload to be tackled.   Example use case: See additional conversations that required attention each day, wh...

Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations.    Example use case: When reopened conversatio...

Term name Active conversations Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...

Term name Messages sent Purpose Track volume of outgoing communications. A good indicator of overall work accomplished by teammates.   Example use cas...

Term name Search results (avg) Purpose Ensure that there is content in the knowledge base for information that visitors care about. Keywords with no r...

Term name Conversations tagged Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...

Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication ...

Term name Total reply time (avg) Purpose Total time your customer spent waiting for replies across the entire conversation.    Example use case: Under...

Term name Archived conversations Purpose Track conversations that were handled during the time period of the report and required no more actions at th...

Term name Conversation segments Purpose Creates segmentation for long conversations. It is especially useful for channels such as chat or SMS, where c...

Purpose Illustrate how often a teammate is making use of team  message templates to increase efficiency. Differences in team message template usage a...

Term name Messages sent (excluding replies) Purpose Track the volume of work your teammates have produced by focusing on conversations they initiated....

Term name Reaction time (avg) Purpose Track the average length of time for an action to be taken on a new conversation after a new inbound is received...

Term name First reaction time (avg) Purpose Track the average length of time for the first action on a new conversation. This is a useful metric if yo...

Term name Open at start Purpose Track work from previous periods that carried over to this period.   Example use case: If your team starts each period...

Term name Moved into inbox Purpose Track new work coming from a different inbox.   Example use case: If your company has an escalation system to move ...

Term name Moved out of inbox Purpose Track work being escalated or reassigned to a different inbox.   Example use case: High values for Moved out of ...

Term name Archived without reply Purpose Track handled conversations that did not require an interaction with your customers.   Example use case: Chec...