Voice metrics in Front

When viewing voice metrics in Front, you may see discrepancies between analytics in Front vs. your voice provider. Variations can occur due to differences in how each system defines, calculates, and records specific telephony events, explained below.

To ensure accurate interpretation, always consult the specific glossary or documentation provided by both Front and your voice provider to understand the exact methodology used for each key metric.

• Front metrics are based on the various activities that happen during the lifecycle of a call: start, connection, transfer, hang up, etc.

• Voice conversations are regular conversations and count towards conversation metrics, such as new conversations, resolved conversations, etc.

• Voice calls look like messages in a conversation, but Front Analytics considers them distinct from messages in text-based channels (e.g. email, SMS). Therefore they do not count towards standard message metrics, such as messages sent or reply time.

A single call may be divided into distinct parts, or "legs," by some telephony providers (e.g. Dialpad, RingCentral). These legs represent the segments of a call before and after a transfer occurs.

In order to maximize compatibility with all providers, Front aligns on this model and calculates voice metrics based on each call leg (with the exception of call time).

Exception for Aircall:

• Aircall does not have the concept of a leg.

• A call transferred inside a team is considered as a single call. It is attributed to the first teammate who connected with the customer.

• A call transferred to a different team creates a new message, in a separate Front conversation.

Front interfaces with multiple voice providers, so you may see discrepancies between analytics in Front vs. your voice provider.

Differences in calculation methods

• Each provider has different ways to define a call. For instance, some providers consider that a transfer creates two separate calls legs (see section above).

• Each provider offers their own set of metrics, with differences in the calculation method. For instance, Aircall does not provide queuing information, so Front doesn’t measure queue time for Aircall.

• As a result, Front has defined our own set of metrics, outlined in analytics reports and glossary articles.

Events outside of Front

• Front can only know about what happens in channels connected to the phone provider (Dialpad, Aircall, etc.). Any activity happening outside of these channels won’t be reported on, and will lead to discrepancies between Front analytics and your provider’s analytics.

• Calls can be transferred between phone numbers that are mapped to different Front channels, and cannot thread together. In these cases, there can be multiple conversations in Front and one on the provider’s side.

No. Front Analytics does not track voicemails.

No. Front does not track Interactive Voice Response (IVR) actions. The time spent in the IVR is considered as part of the queue time, except for Aircall that does not have a queue time.