Help Center
How to enable Javascript
Sign Up
Login
Contact us
Contact us
Home
Using Front
Productivity tips
Analytics
Analytics Glossary
Learn all the analytics terms using this glossary!
Search the Help Center
Analytics Glossary
Learn all the analytics terms using this glossary!
Filter
Newest
Active
Most replies
Clear sort
Most likes
Most replies
Most views
Tags
Clear filter
Follow
{{ letter.c }}
No terms found
{{ expander }}
{{ item.title }}
{{ item.replyCount }} reply
more
Business Hours / Shifts
Term: Business Hours Meaning This is the time range you have set up in your Analytics section, in which your team is expected to respond to customers. If you have multiple Teams ,…
2 wk ago
6
replies
1,795
Lemuel Chan
admin
10 mths ago
Analytics Glossary
Daily Volume Export
Term: Daily Volume Export Meaning One of three report options when exporting data . Zip folder with 3 files, each organized by day of the week (Sunday-Saturday) and summarizes the following:…
1 yr ago
3
replies
361
Naveen Varghese
9 mths ago
Analytics Glossary
Average response time (Default report, Team performance report , Inbox report)
Term: Average response time Meaning The average response time is how long it takes a specific teammate to reply to inbound messages, on average. Location Default report - Team tab Team performance…
7 mths ago
2
replies
550
Front
admin
10 mths ago
Analytics Glossary
Conversations (in Team Tab)
Term: Conversations (in Team Tab) Meaning Total count of unique conversations the teammate had action on. Location Team Tab Calculation Computed by adding all the activities that are part of the…
10 mths ago
2
replies
821
Cori Morris
moderator
1 yr ago
Analytics Glossary
Resolved on time
Term: Resolved on time Meaning Conversations resolved during the selected time period and did not trigger an SLA breach on the selected time period. Location SLA report Calculation Computed by the…
3 mths ago
1
reply
38
Naveen Varghese
5 mths ago
Analytics Glossary
1st Response Time (Default report, Inbox report)
Term: 1st Response Time Meaning 1st response time is how long it takes to reply to the first inbound message of a conversation, on average. Location Default report - Productivity tab Inbox report…
6 mths ago
1
reply
498
jaredtate
1 yr ago
Analytics Glossary
Customers Helped
Term: Customer Helped Meaning Total count of customers to whom replies have been sent within the specified time period Location Customers Tab Calculation Computed by adding all replies and…
1 yr ago
1
reply
195
Darcy Groom
1 yr ago
Analytics Glossary
Graph
Term: Graph Meaning Depending on the selected tab, a graph may be shown to visually summarize key information about the section’s metrics. Customize the date range and use the current toggle to gain…
1 yr ago
1
reply
84
joe. gutierrez
1 yr ago
Analytics Glossary
Average first response (in Customers Tab - Customers Table)
Term: Average first response - Customers Table Meaning Average first response time for this customer Location Customers Tab Calculation Computed by adding up all the response times for your…
1 mth ago
64
Analytics Glossary
Handle time (Inbox report, Team performance report & Team tab)
Term: Handle time (Inbox report & SLA report), Average handle time (Team performance report) Meaning The average handle time is how long a teammate spends actively working with the conversation open,…
1 mth ago
509
Analytics Glossary
Team Tab
Term: Team Tab Meaning When you create an analytics report for a certain date range, the Team tab provides metrics for specific teammates during that time.…
2 mths ago
3,600
Analytics Glossary
Average conversation size
Term: Average conversation size Meaning Average number of messages per conversation that each individual teammate had an action on. Location Default report - Team tab Calculation Computed by taking…
2 mths ago
262
Analytics Glossary
Full Events Export
Term: Full Events Export Meaning One of three report options when exporting data . Organized by each activity that occurred and its corresponding details for the selected date range.…
2 mths ago
857
Analytics Glossary
New conversations touched (Team performance report - table)
Term: New conversations touched (Team performance report - table) Meaning Count of conversations that started on the time period being looked at on which a teammate has completed one of the…
3 mths ago
79
Analytics Glossary
Archived conversations (in Conversations Tab - Tags Table)
Term: Archived Conversations - Tags Table Meaning The count of unique conversations that have been archived with specified tag already added Location Conversations Tab Calculation Computed by adding…
3 mths ago
175
Analytics Glossary
New conversations (sent) (Inbox report)
Term: New conversations (sent) (Inbox report) Meaning Distinct count of segments that started on the time period of the report with an outbound message.…
3 mths ago
61
Analytics Glossary
Active conversations
Term: Active conversations Meaning Conversations that have at least one message received or a message sent for the selected period. Active conversations are used to compute the total conversations…
3 mths ago
198
Analytics Glossary
New conversations
Term: New conversations Meaning Total count of new segments for the selected period Location Team performance report Tag report Default report - Conversations tab Calculation Computed by counting…
3 mths ago
543
Analytics Glossary
Segment
Term: Segment Meaning Any new conversation or revived conversation from an inactive state. Some channels, such as chat or SMS, technically do not ever end;…
3 mths ago
974
Analytics Glossary
Inactive conversation/inactivity time
Term: Inactive conversation/inactivity time Meaning The length of time during which a conversation should have no new activity in it before going into an inactive state.…
3 mths ago
601
Analytics Glossary
Unresolved conversations
Term: Unresolved conversations Meaning Total count of unique conversations that were not resolved during the time period of the report. Location Team performance report SLA report Calculation…
3 mths ago
138
Analytics Glossary
Resolved on 1st Reply
Term: Resolved on 1st Reply Meaning Percentage of conversations resolved on the first reply. Location Default report - Productivity tab SLA report Calculation Computed by adding all the…
3 mths ago
222
Analytics Glossary
Resolved conversations
Term: Resolved conversations Meaning Total count of all segments that have at least one reply and is currently archived, snoozed, or trashed. A conversation becomes unresolved by a new inbound,…
3 mths ago
738
Analytics Glossary
Resolution time
Term: Resolution time Meaning Average time it took for the segments to become resolved in the selected date range. See here for the definition of a resolved conversation.…
3 mths ago
921
Analytics Glossary
Replies to resolve
Term: Replies to resolve Meaning The average number of replies it takes to resolve the conversations in the selected date range. See here for the definition of a resolved conversation.…
3 mths ago
342
Analytics Glossary
1
2
3
4
Next
Home
Getting Started
What's Front?
For you
Settings
Notifications
Individual inboxes
For your team
Setting up team inboxes
Teammates
Billing
Security & deliverability
API & integrations
Email Setup
Connecting Gmail Accounts
Connecting Microsoft Accounts
Using Front
Workflow basics
Sending messages
Working together
Search
Rules
Mobile
Calendar
Productivity tips
Tags & organization
Contacts
Message templates
Sequences
Analytics
Troubleshooting
Troubleshooting
Updates & Training
Live trainings
Release Notes
Webinar Recordings
Tips
Video Guides
Best Practices
Admin Resources
Admin Guides
Learning Resources
User Guide
User Checklists
Customer stories
Contact us