Analytics - create a team analytics report


Analytics allows you to get information about your team's performance. You can filter your reports by any combination of inboxes, channels, teammates, and tags to create more customized reports. This will allow you to set goals and track progress on more specific aspects of your business or team workflow. 

Like integrations, you need to be an admin in order to access analytics. If you'd like to create an individual analytics report with your own data, then create an individual analytics report.


Step 1

Go into your Analytics and select the + sign on the left side under your team name. 

Step 2

You will be prompted to name your report and select your filters using the dropdown menus. You can choose as many options in each category as you like. 

Inboxes: Select the inboxes you would like included in the report. If you have different response time or volume goals for inboxes for various teams — like support, sales, or operations — you can create reports using each team’s inboxes to track those goals separately.

Channels: Select the channels you would like included in the report. If you have channels of the same type (like email or Chat) in multiple inboxes, you can now group them together in one report, while still keeping them separate for your workflow. You can also track performance for different channel types in one inbox separately.

Teammates: Select teammates to filter results to only conversations that have ever been assigned to these teammates. Managers can track performance of their team members in a particular inbox, or across all the inboxes they work in. This helps managers remove noise caused by other people participating in the inbox.

Tags: use the dropdown options to filter conversations by specific tags or tag combinations

  • Any tags (all conversations) - all conversations with or without tags
  • Includes any selected tag - conversations with at least one of your chosen tags 
  • Includes all selected tags - only conversations with all of your chosen tags
  • [No tags] - only untagged conversations

Step 3

Once your report is set up, you'll be able to view metrics for the specific filters you applied.


When you filter by tags, the Conversations tab and exports will also display other tags associated with those conversations. For example, if a conversation is tagged with A , B, and C, and you filter your report for tag A , your export and Conversations tab will also show B  and C. 

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  • Hey,

    Quick questiom: If you manually change tags are those changes reflected on the analytics report?

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  • Gustavo Batista Currently the tag will not change in your analytics report.

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  • Is there a way to run analytics on multiple tags in the one report? E.g. If I tag an email with 2 tags: #MOBILE and #BUG - can I run analytics on how many queries we received that were #MOBILE #BUGs ?

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  • Brooke Hahn Yes, you can select multiple tags from the dropdown, like this:

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  • Cori Morris this will include results where only one of the two chosen tags are applied, correct?

    are we any closer to being able to see detailed results for both tags only?

    if i want to get accurate numbers on all urgent (tag) orders we processed for germany (tag), i currently have to get this from the excel download, which is missing a lot of the high-level insight the analytics page provides.

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  • Jem Wilkinson Correct, it will include results where either tag was applied. We have no immediate plans of changing this behavior, but I will be happy to share this feedback with our product team.

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  • Cori Morris i did actually raise this in june last year, and there is a card on the ideas section of the roadmap added october 2016. this seems like a relatively straightforward change, that would allow for much more detailed information on any specific issue to be pulled from the analytics section.

    Reply Like 3
  • Jem Wilkinson  Cori Morris I would really appreciate this feature. It would enable us to garner more detailed insights that doesn't require an overabundance of tags.

    Reply Like 4
  •  Cori Morris Jem Wilkinson Brooke Hahn  

    Brooke Hahn said:
    I would really appreciate this feature.

     Me three!

    Reply Like 1
  • Hi there. I have a number of emails that are set up to forward to one of two different folders. I need to pull analytics for all of these email addresses. When selecting inboxes to include in a report, should I select all of the emails AND the two folders? Or will that count emails received twice? Should I instead only select the email boxes? Just want to make sure I'm pulling accurate data. Thanks!

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  •  Hi there,

    I don't understand your question exactly. You can only pull analytics for inboxes/folders, not per channel/email address. Does that help?

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  • Cori Morris Sorry, I kind of mixed up my phrasing. Let me try again haha. I have multiple inboxes that are set to forward into one of two folders. I need to pull analytics for all of these inboxes. When selecting what to include in a report, should I select all of the inboxes AND the two folders? Or will that count everything received twice? Should I instead only select the inboxes and not the folders? Hopefully that's more clear!

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  •  Are you moving conversations to these folders? If so, then you can pull the data for both. It shouldn't count everything twice.

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  • Cori Morris Yes, that's what I needed. Thank you!

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  • Jem Wilkinson Great news! You are now able to see emails where both tags were applied, not either or.

    Reply Like 1
  • Hi - does an "assignment" = reaction time? I'm looking at an export for inbound emails to a specific inbox we have setup. I know they are assigned out quickly (I assign them) but when I export data, there is no reaction time. We have the assignment in Front triggering an automatic email outside of Front and I'm using the "reaction time" to judge how quickly we are responding. Thanks!

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  • Is there a way to see reporting for the different times of day? e.g. "I want to view all inquiries/tags that came in on Tuesday from 7-9 pm." Can I view that without having to export the data? The export gives me all messages and doesn't group the conversation. 

    Reply Like 1
  • Tierra Wade I'd love this feature as well.

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