Analytics resolution examples

Overview

Front Analytics has a Resolution time metric to help you better understand the efficiency of your team at resolving cases with your customers. This metric appears in all five of our Analytics report types:

1. Default report
2. Inbox report
3. Team performance report
4. Tags report
5. SLA report

You can view a glossary of all analytics terms in our Analytics Glossary.

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Resolved examples

Example 1: Reply & archive

Order of events:

1. Inbound from customer
2. Outbound reply using Send & Archive from Front

Result: Resolved

Resolution time: Time between 1 → 2.

Example 2: New outbound, customer reply, & archive

Order of events:

1. Compose new outbound from Front
2. Inbound reply from customer
3. Outbound reply using Send & Archive from Front

Result: Resolved

Resolution time: Time between 2 → 3.

Example 3: Archive customer's "Thank you"

Order of events:

1. Inbound from customer
2. Outbound reply from Front
3. Inbound “Thank you” from customer
4. Archive in Front

Result: Resolved, because there is at least one reply and it is archived.

Resolution time: Time between 1 → 2, because there was no reply on the final archive and resolution time is the sum of the response times.

Example 4: Reply & snooze

Order of events:

1. Inbound from customer
2. Outbound reply from Front
3. Inbound reply from customer
4. Snoozed in Front

Result: Resolved

Resolution time: Time between 1 → 2, because there was no response from Front between the inbound from customer and the snooze. Resolution time is the sum of the response times.

Example 5: Reply from non-assignee & archive by assignee

Order of events:

1. Inbound from customer
2. Assigned to Teammate A in Front
3. Teammate B sends outbound reply from Front
4. Teammate A archives in Front

Result: Resolved, and attributed to Teammate A only because the final resolution event is the archive action.

Resolution time: Time 1 → 3, because the resolution time is the sum of the response times.

Example 6: Different teammates reply

Order of events:

1. Inbound from customer
2. Assigned to Teammate A, who sends outbound reply and archives
3. Inbound reply from customer, which causes conversation to unassign
4. Teammate B sends outbound reply using Send & Archive from Front

Result: Resolved, and attributed to Teammate B only because the final resolution event is the archive action.

Resolution time: (1 → 2) + (3 → 4), again only attributed to Teammate B.

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Unresolved examples

Example 1: No reply & archive

Order of events:

1. Inbound from customer
2. Archive in Front

Result: Unresolved

Resolution time: None, because no reply from Front.

Example 2: Reply & no archive

Order of events:

1. Inbound from customer
2. Outbound reply from Front

Result: Unresolved

Resolution time: None, because not archived.

Example 3: New outbound & archive

Order of events:

1. Compose new outbound from Front
2. Inbound reply from customer
3. Archive

Result: Unresolved

Resolution time: None, because no reply from Front.

Example 4: Snooze expires

Order of events:

1. Inbound from customer
2. Outbound reply from Front
3. Inbound reply from customer
4. Snoozed in Front
5. Snooze expires

Result: unresolved

Resolution time: None, because conversation is not archived.

Example 5: Teammate reopens

Order of events:

1. Inbound from customer
2. Outbound reply and archive in Front
3. Teammate reopens (unarchives)

Result: Unresolved

Resolution time: None, because conversation is not archived anymore.

Example 6: Reply too late

Order of events:

1. Inbound from customer
2. Outbound reply using Send & Archive from Front
3. Inbound reply from customer
4. Inactivity time passes
5. Outbound reply from Front

Result: Unresolved

Resolution time: None, because the inactivity time has passed. 5 now counts as a new outbound message in a new segment.