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[Customer Beta] Overview report resolution metrics
⚠️ This article may require final changes before being published to all customers. It is only accessible via direct link, so please do not share the link with non-approved customers.…
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Conversation segment examples in analytics
Overview In Front Analytics, a conversation can be split into several segments to ensure new topics in long threads are counted as new conversations. The cases below illustrate some situations your…
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Conversation segments update
Overview In January 2023, we’ll be releasing an improvement to how conversation segments are closed (marked inactive). Customers will see the change reflected in specific inbox settings and metrics…
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Business hours
Overview The business hours feature allows you to specify the time range that your team is expected to respond to customers. Leverage business hours to make your analytics more accurate,…
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Schedule analytics reports
Overview You can schedule analytics reports to be delivered to you or your team on a daily, weekly, or monthly basis so that they automatically arrive in your inbox.…
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Export analytics
Overview Front Analytics has seven built-in dashboards to help you understand the most important trends about your team. In addition to viewing the report dashboard,…
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Analytics FAQs & topics
Overview We try to make the metrics we present in the analytics dashboard as straightforward as possible, but they still depend on details that may be helpful for you to know.…
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Customer Satisfaction report
Overview The Customer Satisfaction report shows your impact and efficiency with your customers that you have interacted with during the selected time period,…
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Understanding Analytics
Overview 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,…
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Total reply time examples in Analytics
Overview In Front Analytics, the Total reply time metric is how long it took your team to resolve an issue with a customer, as it measures the total amount of time they waited for responses from you…
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Team Performance report
Overview The Team Performance report is the ideal place to monitor your team productivity, identify when your team is overloaded, and help you make the right decisions to best serve your customers.…
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Tags report
Overview The Tags report enables you to explore the types of conversations your team is having and monitor trends in the topics that arise. It highlights the number of tagged conversations over time,…
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SLAs reports
Overview The Service Level Agreements (SLAs) report measures your SLA metrics by the specific rule, times, and statuses so that you can identify the missed SLAs you should invest in.…
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Overview report
Overview As the homepage for analytics, the Overview report provides summary-level team communication insights displayed through customizable sections, described below.…
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Navigating Analytics
Overview Front Analytics presents a series of simple and intuitive controls that are consistent across different reports, so that you can quickly customize each report to show the data you need.…
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Message Templates report
Overview The Message Templates report measures your team message template usage so that you can see how often your team is using message templates, and gain insights for each of your message…
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Create and manage analytics views
Overview Front analytics gives admins, team managers, department heads, and other company leaders insight into your team's performance and company impact with Front.…
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Conversations report
Overview The Conversations report provides insight into the lifecycle of the conversations in your inboxes to allow you to track the conversation statuses, how many conversations you handled,…
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Analytics metrics in action
Overview One of Front's greatest values is that we can measure and show you how efficiently your team is working. There are several key metrics you can use to understand how well you are serving your…
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Analytics metric details & conversation timeline
Overview Front Analytics will show you not only the crucial metrics for how your team is performing, but it will also collect the conversations that were used to calculate the metrics you see.…
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Analytics messages export
Overview The Messages export is one of two export types when you export an Analytics view. The exported file will contain one line per message received in the time period you selected.…
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Analytics full events export
Overview The Full events export is one of two export types when you export an Analytics view. The exported file contains one line for each activity that occurred and its corresponding details for the…
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SLA breaches
Term name SLA breaches Purpose Track conversations where you were too slow in getting back to your customers. Example use case: Check how often breaches occur,…
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New conversations
Term name New conversations Purpose Track new work resulting from a new inbound or outbound message. Example use case: Seeing many messages, but few New conversations,…
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Messages received
Term name Messages received Purpose Track volume of incoming communications. Is especially useful if the number of messages per conversation varies widely.…