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. Reply time

3. First reply time

4. Handle time

5. Resolved conversations

6. Resolution time

7. Resolved on first reply

8. Replies to resolution

9. Archived conversations

10. Archived with reply

11. Time spent in ticket status

12. CSAT score

13. CSAT rating

14. At risk reply time goals

15. Met reply time goal (%)

16. Overdue reply time goals

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. Messages sent

3. Messages received

4. Reply time

5. First reply time

6. Total reply time (avg)

7. Resolved conversations

8. Resolution time

9. Replies to resolution

10. Resolved on first reply

11. Archived conversations

12. Archived with reply

13. Time spent in ticket status

14. CSAT score

15. CSAT rating

16. At risk reply time goals

17. Overdue reply time goals

18. Overdue reply time

19. Messages with reply time goal

20. Met reply time goal (%)

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

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

Table charts are on the roadmap for a future update.

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.