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.
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.
- Create a Team or Individual analytics report
- Report dashboard
- Conversations tab
- Team tab
- Productivity tab
- Customers tab
This analytics report provides insight into your response times to your customers and how you can improve your service levels. Read more here.
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.
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.
Export the raw data of your reports and run further analyses on it. Read more here.
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.
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.
This feature is available on the Prime plan or above. Some legacy plans with different names may also have this feature.
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?
Does Front track "time spent on ticket?" This is unclear to me and Response, Reaction, and Resolution don't appear to cover this.
- Customer sends in a ticket.
- Agent opens ticket - This starts a timer. It takes the agent 30m to answer the ticket and respond.
- Agent sends, timer stops.
- Customer gets ticket and responds.
- Agent opens tickets. Timer starts again. It takes agent 15m to answer the ticket.
- 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...
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.
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.
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?
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?
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?
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.
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?
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.