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 

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 

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.

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  • I'm still pretty confused about the difference between conversations, replies and messages...
    how can I tell how many emails we receive per day? (for staffing purposes)
     

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  • I'm curious about nesting tags and the analytics, how do these show up in a report? We currently use tags to define issues and pull reports on what is the most frequently reported issue/topic/feedback (by tags). I'd like to be able to nest tags under the broader issues but am unsure how that will show up in the analytics and I'm nervous about altering the whole system just to test it out and see. For example, if I have tag A, and I nest under it ab and ac, then when I run the report will I see a ab+ac for A (a total number without further specification) or will they all show up individually? Any screenshots to help demonstrate what this would actually look like when pulling a report of all the tags would be helpful. 

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  • Another question, in a previous response to this thread it was mentioned the the number of Customers helped should be the same as the number of Conversations. Mine is way off, Conversations are almost 50% more than the number of customers helped. Some of these are repeat emails so they're straight archived without being responded to, does that count as a conversation/in the analytics even though it's just archived without a response.

    Even if these are counted as separate conversations, it still wouldn't account for the big difference. What else would be counted as a new conversation but not be relative to the customer helped number? 

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  • andrea can you email us support@frontapp.com so that we can take a look at your reports with you, thanks!

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  • What does the current/previous toggle do?

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  • Ashley Grant it will show you the current range you selected vs the previous. For example if you ran a report for April the previous period would be March. Hope that helps!

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  • Sometimes I want reports including teammates that have been deactivated from when they were still with us... sometimes I don't. How can I included deactivated users? 

    How are analytics numbers affected if they are not "included" for historical data like total conversations and such etc....

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  • Are there any tips on how I can throw out the anomalies in analytics? Example here... it's showing that our response time average is >6 hours but since there's only 1% of conversations that are contributing to that, the data presented isn't helping me out. 

    Or if there is another way to go about approaching this, then I'm all ears. 

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  • Allie Huang Thank you so much for the screenshot! To help us get a closer look into the reporting with you, would it be possible to please reach out to us at support@frontapp.com with the screenshot and one of the conversation IDs for a conversation that falls into the 1% that is > 6 hours? This can help us get a closer look at the scope and can help us find a way to help zero in on a good scope for the reporting.

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  • Hello!  I am trying to explain the reporting to my team and need help understanding how a team member can have more "Resolved conversations" than they do "conversations."  For example, for a specific time period, how can a team member have 50 conversations, but 55 resolved?

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  • Cori Morris Hi Cori, will the time spent per message (totaled by client / tag) be making its way into analytics? This would also be hugely valuable to our business as our tickets are long and complex so tracking the time spent responding (and doing the work itself) is extremely valuable for client billing purposes.

    HappyFox has a fantastically simple implementation of such a system if that helps for a guideline

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