Analytics - understanding exports


Analytics exports represent activity within your business hours. As a reminder, Front lets you define business hours: the time when your team is expected to reply to customers. Reaction time, response time and resolution time that happen outside of your business hours are counted as 0. Business hours are always defined according to your current time zone.

There are three export types that you can download:

  1. Messages export: Organized by messages, with one line per message and its corresponding details.
  2. Full events export: Organized by each activity that occurred and its corresponding details for the selected date range.
  3. Daily volume export: This is a zip folder with 3 files, each organized by day of the week (Sunday-Saturday) and summarizes…
    1. Inboxes - the number of inbound and outbound messages per inbox
    2. Tags - the number of inbound and outbound messages for each tag
    3. Teammates - the number of inbound and outbound messages for each teammate

Like integrations, you need to be an admin in order to create analytics exports.


Front can generate CSV exports of your data from the Analytics dashboard.

Step 1

Go into your Analytics, click on a report or create a new one, and select Export.

 Step 2

This popup window is where you can tell Front what report type you want exported. You can choose from three types of reports - Messages export, Full events export, and Daily volume export. You can also specify what columns of information you want to include in the export; by default, all columns will be selected.


When you're ready, click Request export. The file will begin preparing, and you will click the download button when it's done preparing. The export will always be generated in your timezone.

Messages export

The exported file will contain one line per message received in the time period you selected. Below is an explanation of each column in your CSV.

  1. Message ID: internal Front ID of the message
  2. Conversation ID: internal Front ID of the conversation
  3. Segment: segment of the conversation (see below)
  4. Direction: inbound or outbound
  5. Status of the conversation: references the action done by the assignee archived or open
  6. Inbox: address of the inbox. If you export multiple inboxes and the message appears in several inboxes, it will be listed once for each inbox
  7. Message date: formatted as YYYY-MM-DD HH:mm:ss, in the requested users timezone
  8. Reaction time: time (in seconds) taken to respond or reassign a conversation
  9. Resolution time: total duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
  10. Response time: duration (in seconds) between an inbound message and the next outbound message in the same conversation
  11. Attributed to: username of the teammate involved, if any (if the teammate archived the conversation but didn't reply)
  12. Author: username of the teammate who replied to the email
  13. Contact name: contact's first & last name
  14. Contact handle: contact's email address, twitter handle, or phone number - depending on the source of the message
  15. To: email address of the recipient
  16. CC: email address of those CC'ed on the email
  17. BCC: email address of those BCC'ed on the email
  18. Extract: sample of the message body (200 character limit)
  19. Tags: tags attached to the conversation
  20. Message API ID: external Front ID of the message
  21. Conversation API ID: external Front ID of the conversation
  22. New conversation: indicates whether this message is the first of a new conversation or segment - 1 stands for yes, 0 stands for no
  23. First response: indicates whether this message is the first reply to a new inbound conversation or segment - 1 stands for yes, 0 stands for no
  24. Replies to resolve: number of replies to inbound messages that exist in a resolved segment. Multiple outbound replies sent in a row will only count once as a reply
  25. Business hours: indicates whether the message occurred within business hours - 1 stands for yes, 0 stands for no. This column is accurate as of 9/25/18, when it was implemented

Things to know

Multiple Inboxes

If you export multiple inboxes, it is possible that some messages appear in several of these inboxes. In this case, they will be listed once per inbox.

Move/tag or delete conversations

If you modify a conversation, it will be reflected in the export as expected. Deleted conversations will be ignored if:

  • You receive a message and 1 hour later tag the conversation, the export will list the message as having the tag.
  • You move the conversation to a different inbox, the export will list the message as part of this new inbox.

However, after a conversation becomes inactive, the previous segments stop being modified. For example:

  • A customer sends you a text message about a delivery issue.
  • You tag the conversation with #delivery and handle the problem.
  • Two weeks later, the same customer reports a billing issue.
  • You remove the #delivery tag and add the #billing tag.

If you then export both messages, the first one will still have #delivery, while the second will have #billing.

Export expiration

After 30 days, the exports you generated will be deleted from the exports list in the report so as to keep your data secure. 

5replies Oldest first
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  • Is there a way to schedule analytics reports? I'd like to automate some of our reporting, and have a report download ready and/or delivered to my email automatically on a schedule.

    Reply Like
  • I haven't found a better place to write this message and I think it will be relevant here. Have you thought of integrating with ?

    We need Front to communicate with clients while keeping analytics. We need to set Front as a "source" in Segment, so that we can aggregate those analytics with our other systems.

    Reply Like
  • Raul San Narciso Hi there,

    Please reach out to your Account Manager about this. They'd be the best person to assist.

    Reply Like 1
  • is there a way to extract the entire conversation? I would like to create for example a document with the "reviews" (tag reviews), Instead of copying and paste each single conversations about a reviews . Thank you .

    Reply Like
  • Is there a way to create an analytics export using the Front API that uses multiple inboxes?

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