Understanding Analytics

Analytics allows you to get information about the performance of your team to help increase your efficiency. You can easily create reports to filter for specific inboxes, channels, teammates, tags, or any combination of the above. Get an orientation of the main analytics topics in this article.

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

The Analytics live dashboard is your one-stop shop for viewing open or unassigned conversations in real time. Team managers can use this dashboard to immediately flag performance risks and take actions on message queues to reach daily goals. Learn more about the live dashboard here.

The Workload report helps you understand the volume of your team's work by showing you counts of sent/received messages, resolution metrics, busiest times, and more. Learn more about the Workload report here.

The Team performance report is the ideal place to monitor team productivity, identify when your team is overloaded, and help leaders make the right decisions to best serve customers. It will show reply times, a heatmap of your busiest hours, and a list of how each teammate is performing. Learn more about the Team performance report here.

The Resolution report provides insights on how long conversations spend in each ticket status. Break down your resolution metrics by tag to help you identify areas for improvement. Learn more about the Resolution report here.

The Tags report provides insight on your tags by showing a breakdown of conversations that are tagged vs. untagged, displaying statistics on each individual tag, and giving information about tag changes during your reporting period. Learn more about the Tags report here.

The Message templates report helps you understand your team's message template usage by showing a breakdown of messages sent with and without message templates, and displaying statistics on each individual message template. Learn more about the Message Templates report here.

The SLAs report helps you better understand SLA breaches. You will see averages for your SLA breaches, SLA performance over time, and a chart summarizing your SLA rules with the number of conversations in breach for each rule. Learn more about the SLAs report here.

The Customer satisfaction report provides CSAT insights, and shows a list of customers you have helped, along with their related metrics. Learn more about the Customer Satisfaction report here.

The Chatbots report helps you understand how much value chatbots and AI Answers provide for your live chat experience, and gives you insight into how chat visitors interact with your chatbots. Learn more about the Chatbots report here.

The Knowledge Base report helps you track the performance of your knowledge base by showing you page views, the number of visitors, article reactions, and search keywords. Use these metrics to improve the effectiveness and quality of your content. Learn more about the Knowledge Base report here.

The Overview report provides a summary of insights in which you can customize which key metrics to display, see volume changes over time, and more. Learn more about the Overview report here.

The Conversations report shows the statuses, lifecycle, and volume of conversations in your inboxes. Learn more about the Conversations report here.

Every Analytics report has the same intuitive framework designed for you to quickly customize and access the data you need. Learn more here.

Create and edit your reports with a few clicks, explained here.

See exactly what conversations and actions produced the metrics in your reports. Learn more here.

Export the raw data of your reports in to CSV and run further analyses on it. Read more here.

Set up business hours for your team so that Analytics accurately captures the times when you are and are not working. See how here.

Not sure about the definition of a metric you see in your report? Look it up here.

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