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:

  1. Create a Team or Individual analytics report
  2. Report dashboard
  3. Conversations tab
  4. Team tab
  5. Productivity tab
  6. Customers tab
  7. Understanding exports
  8. Helpful to know
  9. Analytics glossary
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  • Saskia No problem! Currently there's no way to change this.

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  • Cori Morris  Hi Cori - could you help me figure out how to edit the "inactive conversations" Currently, I believe it is set at the default of 5 days. The article explains to go into the advanced settings of the inbox, but I can figure out where to find it. Also, since I am the admin, can this affect everyone, or will they all have to change their own settings? 

     

    Thanks!

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  • Courtney Anderson Hi! Happy to help! If you go to Settings, select Inboxes, and choose the inbox you want to switch, you will then see Conversations become inactive after. That's where you can change this. This will apply to the entire inbox that you're clicked in to. Does that make sense?

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  • Cori Morris is it possible to see analytics on private inboxes? i.e. if someone emails you directly, would that conversation be factored into the Cori row in the Team report?

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  • stedman@triplebyte.com  Hi there! If you go in to your individual inbox, enable the option shown in this screen shot:

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  • Is "First Reaction" time per team member measured within our set Business hours?

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  • Ariel Strasser yes it is! First Reaction is only measured within Business Hours set per team. 

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  • Does anyone have any links to reports or data on benchmarks for First Response Time, Response Time and Resolution Time?

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  • Does Front track "time spent on ticket?" This is unclear to me and Response, Reaction, and Resolution don't appear to cover this. 

    For example: 

    1. Customer sends in a ticket. 
    2. Agent opens ticket - This starts a timer. It takes the agent 30m to answer the ticket and respond. 
    3. Agent sends, timer stops. 
    4. Customer gets ticket and responds. 
    5. Agent opens tickets. Timer starts again. It takes agent 15m to answer the ticket. 
    6. Agent sends, timer stops. 

    Where do I see the 45m the agent actually spent working on the ticket? All the examples seem to measure how long the customer has waited for a response and how long until the agent started responding (reaction time). But what about the time spent responding? Is that metric available via the API? 

    Ideally, we could run reports on total contact time spent per customer. "We spent 40 hours helping customer x, 65 hours on customer y, etc... 

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  • Leslie This metric is not available at this time.

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  • Cori Morris Would it be possible using webhooks to grab it with a timer app like Toggl? We don't mind building it ourselves, just trying to figure out if Front will let us hook in like that. 

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  • Leslie While Front does not presently support an API that allows you to hook in to actions taken in the UI, you may find it possible to intercept conversation or page load actions. Please be aware that because you would not be using an official API, the calls Front makes to load data could be changed at any time without warning.

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  • Cori Morris Understood and we appreciate the heads up! Does Front plan to track "time spent on ticket" at some point? It isn't a dealbreaker but it sure would be nice. We deal with a lot of complex support situations and understanding where we are spending the most time as opposed to answer the most tickets is super important. 

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  • Leslie We do plan on making changes to Analytics this year. I will be sure to share this request with our Product team, and let you know if we decide to built this addition.

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  • There are conflicting messaging in this document explaining Analytics. 

    It states under Response vs Reaction time, "If you archive it, no reaction time is computed."

    BUT then under Resolution time it states: Archiving a message without a prior response is not considered a resolution, but a reaction.

    We have a lot of messages that do not require a response but we need the message to be tagged and archived and I want to monitor how long it takes us to react to all messages. I don't understand if Resolution Time is going to show how long it takes us to React to all messages regardless if it requires a response or just to be tagged and archived?

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  • Freddy F, Hi there!

    Apologies for the confusion. Tagging the message will also not show in the reaction time. It will still be 0.

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  • Cori Morris  Thanks for your response Cori. Do you have a recommendation on how we can track the time it takes to resolve/react/handle all emails since only about 25% require a response? 

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  • Freddy F I'm sorry. There's no workaround in this case. The reason is that we don't track the amount of time it takes from when the message comes in to when the tag is added.

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  • Cori Morris I'm not as concerned with the Tag time, but Archiving is basically 'Handling' it so are you saying you don't consider Archiving as Resolving or Reacting either? From your earlier statement it sounds like Resolving or Reacting is only considered counted when you Respond & Archive. Is there a way to track when items are Archived?

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  • Freddy F That is correct. No matter how long it takes for you to archive the message, it will always equal 0. There has to be a reply.

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  • Hello Cori,

    Can you please give me some clarification about:

    1. Total Messages: Number of Messages Sent or Received... This is the combination of all the Incoming Messages (from the client) and Outgoing Messages (from the User) in a specific Time frame?

    2. Replies Sent t: Is it referring only to the Outgoing messages sent by the User, right?

    3. Messages  Composed: what does it mean messages sent without replying?

     

    If I want to calculate and know how many inbound messages we are receiving, which parameter should I check?

     

    Regards,

    Michele

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  • Michele Ghielmetti Hi there,

    Of course! See below.

    1. It's in whatever time frame you specify at the top of your report.

    2. Replies sent is the number of messages sent in reply to a customer, so it's outbound replies, not outbound messages that are started by you.

    3. Messages composer is the number of outbound messages that are started by you.

    If you want to know the number of inbound messages you're receiving, you will want to look at Total Messages Received.

    Thanks!

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  • Cori Morris Thanks for the reply, Cori .

    1 more question please:

    - TOTAL MESSAGES RECEIVED: This is counting only the incoming messages from the customer

    - TOTAL CONVERSATION: Number of active conversations. What do you mean with CONVERSATION? Is that the number of agents? Is the TOTAL CONVERSATION containing the total number of Inbound and outbound messages? Why this number is not reflecting the total number of the customer helped

    - NEW CONVERSATION: Is this referring to a situation in which the passenger is contacting us for the first time, or after 5 days in which the conversation got automatically closed?

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  • Michele Ghielmetti 

    1. Correct.

    2. A conversation is the full thread. There can be 5 messages within 1 conversation.

    3. Correct. To confirm, new conversations is the number of new requests you get. This can get a little confusing because some channels (like chat or SMS) always thread new messages with old messages, resulting in 1 conversation. That's why we have what's called inactive conversations. If an existing conversation receives a new message after becoming inactive (the default is 5 days with no activity, but this can be changed), it will be considered as a new conversation in the analytics.

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  • How do I set up google analytics for App?

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