Understanding Analytics
Analytics allows you to get information about the performance of your team. You can easily create reports to filter for specific inboxes, channels, teammates, tags, or any combination of these!
Get an orientation of the main analytics topics here:
- Create a Team or Individual analytics report
- Report dashboard
- Conversations tab
- Team tab
- Productivity tab
- Customers tab
- Understanding exports
- Helpful to know
- Analytics glossary
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Hi Tin Maung Htwe,
Analytics can get confusing, so I'll try to simplify this as much as I can for you.
Emails received - from the Conversations tab, choose “today” from the time range dropdown, and look at total messages received.
Replied - from the Productivity tab, choose “today” from the time range dropdown, and look at replies sent.
Hope that helps!
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Couple questions here:
1. We want to know the volume of stuff in the tub at any given time (or at least 1x/day). In other words, how many unassigned or open conversations do we have right now? This tells will help with real-time capacity planning. Can I get this metric or do you have another way to look at this?
2. I'd like a daily email with some metrics so I can parse this information and share it with my team in slack and make some metrics available on our company-wide analytics dashboard. Can I schedule emails with analytics?
(side note, I tried to login with my front-registered email and I wasn't able to login)
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Hi Taylor,
Happy to help!
1. The number next to All (# inboxes) in your standard email view underneath Team Inboxes should tell you how many unassigned conversations you have at that time.
2. Currently we don't have a feature that lets you schedule daily metric emails.
This Help Center has a separate log in, so your Front-registered email won't work without registering it.
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Boudewijn van der Laan Sorry for the confusion! Conversations include the full thread, so think of each conversation as having multiple messages. Messages are single messages.
Conversations - the number of conversations with which a user interacted (assigned, archived, commented, etc)
Total messages - the number of messages (sent or received) with which a user interacted (assigned, archived, commented, etc)
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Boudewijn van der Laan Each data point is separate, and every number is specific to the teammate. Let's say a teammate only interacts with 4 messages in a conversation, but a conversation has 7 messages in it. That's a situation where the calculation you've suggested doesn't work. To answer your question simply, Front does count these individually.
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Cori Morris I am looking to see the number of conversations moved from one inbox to another AND the user who has moved it.
In our company, we are currently manually tracking (tallying up) the number of conversations archived, assigned, and moved. I was able to find a way to track the number of conversations archived and assigned using the analytics, but did not find a way to track conversations moved in the analytics. That's what led me here.
Thank you again for getting back to me on this quickly, Cori!
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Michael Canlas Of course. Email us any time.
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Cori Morris
Thanks, yes that does make sense. To have a better view on contact ratio we probably should take the month totals, or at least the week totals. I noticed that a week in Front starts on Sunday, instead of Monday. I know I can customize the range in Front analytics, but is it also possible to change it by default? Thanks again for your help!
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