Understanding Analytics

Overview

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.

Analytics are available on the Prime plan and above


Types of analytics reports

Default analytics report

Front's default analytics report gives you insight into shared and individual inboxes to help you measure and drive decisions for your team.

  1. Create a Team or Individual analytics report
  2. Report dashboard
  3. Conversations tab
  4. Team tab
  5. Productivity tab
  6. Customers tab

SLA report (Prime and Enterprise)

This analytics report provides insight into your response times to your customers and how you can improve your service levels. Read more here.

Inbox report

The Inbox report allows you to look at all your inboxes at once to ensure nothing falls through the cracks. It is crucial to understanding the total volume of communications occurring, what is new in that volume, and what has been resolved. Learn more here.

Team performance report 

The Team performance report helps you monitor your team productivity and workload. Read more here.

Tag report (Prime and Enteprise)

The tag report helps you understand what kinds of communications you are having. It can also help you monitor team processes that involve tagging conversations.  Read more here.


Analytics exports

Export the raw data of your reports and run further analyses on it. Read more here.


Scheduling reports

You can schedule any report to be delivered to you or your team on a daily, weekly, or monthly basis. Scheduling is available on the Prime and Enterprise plans and is accessible from the top right corner of any report. 


More information

Analytics glossary

Not sure about the definition of a metric you see in your report? Look it up here

Helpful to know about analytics 

Learn the details of analytics and find answers to FAQs. Read more here.

61replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Conversations, Replies and Messages <= these terms are really confusing to me. Now my team is using Premium service. How to simply know how many receives and how many replies per day ? 

    Like
  • 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!

    Like
  • 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)

    Like
  • 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.

    Like
  • Hi there
    At the Team tab in Analytics, what is the metric 'Total Messages'? 
    Thanks :-)

    Like
  • Boudewijn van der Laan Total messages is the number of messages that a specific teammate has taken any sort of action on.

    Like
  • Cori Morris
    Thanks for your response. So what is the difference then between 'Conversations' and 'Total messages'? 
    Thanks again.

    Like
  • 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)

    Like
  • Cori Morris  Alright, that sounds logical. Final question though ;-)
    I'd expect then that the amount of Conversations times Messages per conversation would add up to Total Messages, right? Or does Front count a Conversation to whom it is assigned to and Messages individually?

    Like
  • 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.

    Like 1
  • Is there going to be a webinar the reporting / analytics so we can see it in action? 

    Like
  • David Thacker We don't have any scheduled webinars on analytics.

    Like
  • Good afternoon Cori,

    Is there a way to track if a conversation has been moved from one folder to another?

    Thanks!

    Like
  • By Folder I meant Inbox 

    Like
  • Michael Canlas Hi there! You should see an activity underneath the email that says "This conversation was moved to (inbox) by (teammate)." Like this:

    Is that what you're looking for? Are you wanting analytics regarding moves? Please clarify 😀 

    Like
  • Cori Morris Hi! thank you for getting back to me on this. 

    Yes, I was wondering if there was anything in the Analytics regarding a conversation being moved.

    Like
  • Michael Canlas No, there's not. What stat are you looking for specifically? Something like the number of conversations moved from Support to Urgent?

    Like
  • 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!

    Like
  • Michael Canlas I see. What is your company name? I don't see your name in our system.

    Like
  • Cori Morris Cabrillo Coastal General Insurance Agency.

    Like
  • Cori Morris Is there any way I can contact you directly to discuss? Maybe through email?

    Like
  • Michael Canlas Of course. Email us any time.

    Like
  • Hi there, I'm also trying to understand the analytics in Front and can use some help with this. How come that the total result "customers helped" shown left of the graph is much lower then when I count all the daily results reported in the graph? Thanks in advance for your reaction.

    Like
  • Saskia Hi there,

    Customers helped is the total number of unique recipients helped. The graph shows unique recipients by day, so you could have talked to the same customer on Monday and Tuesday, but that only counts as one for the total. Does that make sense?

    Like
  • 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!

    Like
Like3 Follow
  • 3 Likes
  • 11 days agoLast active
  • 61Replies
  • 31600Views
  • 30 Following