Resolution report

The Resolution report is the go-to place to measure how efficient your processes are, helping you identify bottlenecks that lead to long customer wait times. You can track how much time conversations spend in each ticket status, and compare resolution times by tag to pinpoint areas for improvement.

Take a Front Academy course here to learn more about leveraging Front analytics to achieve your goals.

Features

• Up to three Key metrics cards are featured here to help you understand your efficiency at a glance.

• Click the dropdown at the top right of this section to select which metrics you want to display, listed below.

• Each card displays the name of the metric, the current measurement, and the variation compared to the previous period of the same length.

• Variations for metrics in percentages are shown in percentage points (“pp”), which is the arithmetic difference between two percentages. For example, moving down from 36% to 34% is a decrease of 2 percentage points.

• Click on each metric to see the metric details and list of conversations counted in the metric.

List of metrics

• Resolution time*

• Replies to resolution*

• Resolved on first reply*

• Reply time

• First reply time

• Handle time

• Time in ticket status

*If an inbox has an active conversation stages rule, the metrics for its conversations will be based on conversation stages instead. See this article to learn more.

Features

• The Resolution over time graph allows you to identify efficiency drops to adapt staffing and make sure your team can reach their performance goals.

• Click the metrics dropdown at the top right of this section to select which metric you want to display, listed below.

• Click the Compare dropdown at the top right of this section to display or hide values from the previous period.

• Each point represents the value of the metric for the conversations that were resolved during the time period on the X-axis. For example, in the screenshot above, the conversations resolved on Jan 12th spent on average 8 hours in the open status.

• Hover over points in the line graph to see the selected metric for each time increment.

• Click on a point on the line graph to see the metric details and list of conversations counted in the metric.

List of metrics

• Resolution time*

• Replies to resolution*

• Resolved on first reply*

• Reply time

• First reply time

• Handle time

• Time in ticket status

*If an inbox has an active conversation stages rule, the metrics for its conversations will be based on conversation stages instead. See this article to learn more.

Features

• The Resolution by tag table allows you to compare efficiency metrics by tags to identify outliers.

• Click the dropdown at the top right of this section to select which metrics you want to display, listed below.

• Customize how many rows you'd like to display on each page using the Rows per page dropdown on the bottom left.

• Click the arrows and numbers on the bottom right to view additional pages.

• Click on each metric to see the metric details and list of conversations counted in the metric.

List of metrics

• Resolved conversations*

• Unresolved conversations*

• Resolution time*

• Replies to resolution*

• Resolved on first reply*

• Reply time

• First reply time

• Handle time

• Time in open

• Time in waiting

• Time in resolved

*If an inbox has an active conversation stages rule, the metrics for its conversations will be based on conversation stages instead. See this article to learn more.

The goal of the Resolution report is to understand and act upon factors that impact resolution metrics. Resolution metrics are tracked and measured by ticket statuses or a conversation stages rule, which are required to run this report. Conversations without a ticket status or conversation stage do not have resolution metrics.

Analytics are available on the Growth plan or above. Some legacy plans may also allow access to this feature.