⚠️ This report is in open beta and may require content changes in the future. Please share any feedback at product-insights@frontapp.com
Overview
The Workload report is the go-to place to understand if your team is sufficiently staffed to handle the volume of conversations and to reach your efficiency goals. You can track workload by inboxes over time, along with resolution and reply times.
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Report sections
Key metrics chart
Features
Up to three Key metrics cards are featured here to see your most important metrics and their variation from the previous time period.
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.
Click on each metric to see the metric details-- how it was calculated and which conversations were counted into the metric.
List of metrics
*Conversation stages must be enabled to view these metrics
Workload over time graph
Features
The Workload over time graph allows you to identify volume peaks or efficiency drops to adapt staffing and make sure your team can handle the workload.
Click the metrics dropdown at the top right of this section to select which metrics you want to display, listed below.
Click the Compare dropdown at the top right of this section to display the chart of the previous period.
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-- how it was calculated and which conversations were counted into the metric.
List of metrics
*Conversation stages must be enabled to view these metrics
Busiest times heatmap
Features
The Busiest times heatmap shows when your busiest times are, populated from the metric data you choose. Use this heatmap to help manage your team's shifts and identify issues.
Click the dropdown menu to choose which metric you want to view as a heatmap. The full list of metrics is below.
A color legend on the top right shows the range for the metric, with darkest being the most busy.
Top times allow you to pinpoint hotspots by listing the four busiest times from your heatmap.
The heatmap shows hours from 9AM to 5PM by default. To see all 24 hours, click the popout button to see the heatmap in its own window.
Click on each metric to see the metric details-- how it was calculated and which conversations were counted into the metric.
List of metrics
Efficiency chart
Features
The Efficiency doughnut chart and the key on the right help you understand how efficiently the conversations were replied to, for a selection of efficiency metrics.
The selected metric displays in the center of the chart.
Click the dropdown menu to choose the metric you want to display, listed below.
Click on any bar in the chart to see the metric details, allowing you to view which conversations were counted into the metric.
List of metrics
*Conversation stages must be enabled to view these metrics
Conversation stages chart
Features
The Conversation stages chart shows the breakdown between Unresolved, Resolved, and No action needed conversation segments. It helps you identify which conversations are blocked (Unresolved) and investigate why.
Only conversation segments that were active during the time period will be included in the chart. e.g. The segment had at least one activity like a message, comment, tag, assignment, etc.
The chart will also indicate the percentage of conversation segments that are closed and locked within each stage. To review how conversation segments close, read more here.
When filtering the Workload report by inboxes, the resolution metrics will only include data from inboxes enabled in your conversation stages settings.
Example: If you filter the Overview report for 6 inboxes, but only 3 inboxes have conversation stages enabled, then you will see the warning “Applies to 3 out of the 6 inboxes filtered in this view.”
Be careful when filtering your Overview report by inboxes, since resolution metrics will only include data from inboxes enabled in conversation stage settings.
List of metrics
*Conversation stages must be enabled to use these metrics
Workload by inbox table
Features
The Workload by inbox table contains the metrics listed below, for the inboxes selected using the report filters
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-- how it was calculated and which conversations were counted into the metric.
List of metrics
FAQ
Why can’t I create or select views?
We are working on a new system for views while the Workload report is in beta. In the meantime, you can create or select a view in another report then visit the Workload report. All filters are persistent while navigating from one report to another.
Can I schedule an email report?
No yet. Email reports are based on views, which are not available for this report.
Can I select other metrics in the Workload by inbox table?
Not yet. This feature is under development and will be available soon.
Pricing
Analytics are available on the Growth plan or above. Some legacy plans may also allow access to this feature.