Create a custom report dashboard in analytics [open beta]

⚠️ This feature is in open beta. This article may require final changes before the feature is moved to general availability.

In Front Analytics, you can create a custom report dashboard to pull together your favorite charts from existing analytics reports. Use this personal dashboard to quickly view all your preferred charts and metrics in one place.

Step 1

In the navigation menu, select Analytics.

Step 2

In the left sidebar, choose workspace, company, or personal analytics, then select Custom report. Click Add chart.

Step 3

Select the chart type you’d like to add to your custom report, then select the metrics you’d like to focus on. Click Create.

Step 4

Click Add chart to continue adding charts to your custom report.

Step 5

Use the arrow icons to reorder your charts, or click Edit to adjust the metrics displayed in the chart, duplicate the chart, or delete the chart.

Features

• The line chart allows you to identify changes over time for a single metric.

• Select Compare to previous period to display values from the previous period based on the timeframe you’ve selected.

List of metrics

1. New conversations

2. Active accounts

3. Copilot eligible replies

4. Copilot suggested replies

5. Copilot suggested replies sent

6. Reply time

7. Copilot reply time

8. Teammate reply time

9. First reply time

10. Copilot first reply time

11. Teammate first reply time

12. Handle time

13. Copilot handle time

14. Teammate handle time

15. Conversations with Autopilot

16. Conversations resolved by Autopilot

17. Conversations handed off by Autopilot

18. Resolved conversations

19. Resolved on first reply

20. Replies to resolution

21. Archived conversations

22. Archived with reply

23. Resolution time

24. Autopilot resolution time

25. Teammate resolution time

26. Time spent in ticket status

27. CSAT score

28. Customer CSAT score

29. Smart CSAT score

30. CSAT rating

31. Customer CSAT rating

32. Smart CSAT rating

33. At risk reply time goals

34. Met reply time goal (%)

35. Overdue reply time goals

36. New tasks

37. Resolved tasks

38. Task resolution time

Features

• Select up to 6 metrics to focus on in the key metrics chart. These metrics allow you to understand team performance at a glance.

• The metrics in the chart automatically sort. It is not possible to manually reorder the metrics at this time.

List of metrics

1. New conversations

2. Active accounts

3. Messages sent

4. Messages received

5. Copilot eligible replies

6. Copilot suggested replies

7. Copilot suggested replies sent

8. Copilot suggested replies sent with minor edits

9. Total reply time (avg)

10. Reply time

11. Copilot reply time

12. Teammate reply time

13. First reply time

14. Copilot first reply time

15. Teammate first reply time

16. Handle time

17. Copilot handle time

18. Teammate handle time

19. Conversations with Autopilot

20. Conversations resolved by Autopilot

21. Conversations handed off by Autopilot

22. Resolved conversations

23. Replies to resolution

24. Resolved on first reply

25. Archived conversations

26. Archived with reply

27. Resolution time

28. Autopilot resolution time

29. Teammate resolution time

30. Time spent in ticket status

31. CSAT score

32. Customer CSAT score

33. Smart CSAT score

34. CSAT rating

35. Customer CSAT rating

36. Smart CSAT rating

37. At risk reply time goals

38. Overdue reply time goals

39. Overdue reply time

40. Messages with reply time goal

41. Met reply time goal (%)

42. New tasks

43. Resolved tasks

44. Task resolution time

45. Inbound calls

46. Outbound calls

47. Abandoned calls

48. Missed calls

49. Call time (avg)

50. Call talk time (avg)

51. Call on-hold time (avg)

52. Call queue time (avg)

Features

• The pie chart allows you to visualize how categories compare to each other for a single metric.

• For the CSAT score metric, you’ll see a field to enter your CSAT score goal.

List of metrics

1. Reply time

2. First reply time

3. Resolution time

4. Replies to resolution

5. CSAT score

6. Customer CSAT score

7. Smart CSAT score

Features

• The heatmap chart shows when your busiest times are for a single metric.

List of metrics

1. New conversations

2. Messages received

3. Messages sent

4. Resolved conversations

5. Unresolved conversations

6. Active teammates

Features

• The histogram chart allows you to break down data for a single metric into buckets, helping you better understand your team’s performance and identify outlier conversations.

List of metrics

1. Reply time

2. First reply time

3. Handle time

4. Resolution time

5. Replies to resolution

6. Time spent in ticket status

Features

• The table chart allows you to group your analytics data via the resources listed below. This allows you to view exact details and easily compare your metrics.

List of metrics

Inboxes

1. New conversations

2. Messages sent

3. Messages received

4. Reply time

5. First reply time

6. Handle time

7. Resolved conversations

8. Unresolved conversations

9. Resolution time

10. Replies to resolution

11. Resolved on first reply

Teammates

1. Messages sent

2. Replies sent

3. Messages sent (excluding replies)

4. Handle time

5. Reply time

6. First reply time

7. First reaction time

8. Total reply time (avg)

9. Reaction time (avg)

10. Message templates sent

11. Archived conversations

12. Touched conversations

13. CSAT rating

14. CSAT score

15. Overdue reply time goals

Topics

1. New conversations

2. Messages sent

3. Messages received

4. Reply time

5. First reply time

6. Handle time

7. Resolved conversations

8. Resolution time

9. Replies to resolution

10. Resolved on first reply

Tags

1. Conversations tagged

2. Conversations tagged (%)

3. New conversations

4. Messages sent

5. Messages received

6. Reply time

7. First reply time

8. Handle time

9. Reaction time (avg)

10. Archived conversations

11. Archived with reply

Message templates

1. Messages sent

2. Replies sent

3. Handle time

4. Customer reply rate (%)

Smart QA reviews

1. QA reviews

2. QA score (%)

3. [Criteria name selected in scorecard] (%)

CSAT reviews

1. Rating

2. Teammate

3. Contact

4. Account

5. Date

Reply time goal rules

1. Messages with time goal

2. At risk time goals

3. Overdue time goals

4. Conversations overdue at end

5. Time goal

6. Met time goal (%)

7. Overdue time (avg)

Conversation custom fields

Note: Only “Dropdown” and “Yes or no” type fields are supported at this time. Data is not available for conversation segments closed before early Feb 2026.

1. New conversations

2. Messages sent

3. Messages received

4. Reply time

5. First reply time

6. Handle time

7. Resolved conversations

8. Resolution time

Each teammate can create one dashboard per workspace.

You can add up to 10 of each chart type to one custom report.

No. The custom report filter selections are separate from the other analytics reports. If you navigate back and forth between your custom report and other reports, your custom report will retain its own set of filters except for the date range.

No. The custom report filters and layout automatically save based on your changes.

Not at this time. However, this is on the roadmap for a future update.

This feature is available on the latest Enterprise plan only.