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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  • 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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