
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:
You can view a glossary of all analytics terms in our Analytics Glossary.
Resolved examples
Example 1: Reply & archive
Order of events:
- Inbound from customer
- 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:
- Compose new outbound from Front
- Inbound reply from customer
- 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:
- Inbound from customer
- Outbound reply from Front
- Inbound “Thank you” from customer
- 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:
- Inbound from customer
- Outbound reply from Front
- Inbound reply from customer
- 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:
- Inbound from customer
- Assigned to Teammate A in Front
- Teammate B sends outbound reply from Front
- 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:
- Inbound from customer
- Assigned to Teammate A, who sends outbound reply and archives
- Inbound reply from customer, which causes conversation to unassign
- 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.
Unresolved examples
Example 1: No reply & archive
Order of events:
- Inbound from customer
- Archive in Front
Result: Unresolved
Resolution time: None, because no reply from Front.
Example 2: Reply & no archive
Order of events:
- Inbound from customer
- Outbound reply from Front
Result: Unresolved
Resolution time: None, because not archived.
Example 3: New outbound & archive
Order of events:
- Compose new outbound from Front
- Inbound reply from customer
- Archive
Result: Unresolved
Resolution time: None, because no reply from Front.
Example 4: Snooze expires
Order of events:
- Inbound from customer
- Outbound reply from Front
- Inbound reply from customer
- Snoozed in Front
- Snooze expires
Result: unresolved
Resolution time: None, because conversation is not archived.
Example 5: Teammate reopens
Order of events:
- Inbound from customer
- Outbound reply and archive in Front
- Teammate reopens (unarchives)
Result: Unresolved
Resolution time: None, because conversation is not archived anymore.
Example 6: Reply too late
Order of events:
- Inbound from customer
- Outbound reply using Send & Archive from Front
- Inbound reply from customer
- Inactivity time passes
- 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.