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Guide - 7 Min Read

Analytics 101

How many emails do you receive each week? What's your average response time? Which customers email you most often? Front Analytics gives you the answers you need to improve customer communication and make a bigger impact. 

What is Front Analytics?

Front analytics gives admins, team managers, department heads, and other company leaders insight into your team's performance and company impact with Front. Within Analytics, you’ll find 6 built-in dashboards that you can customize through filters and by choosing the metrics to measure what you care about most. Analytics displays data and content that’s critical to understanding how to optimize your team’s time, reach personal and team goals, and deliver a better customer experience. 

Analytics is located in the bottom left corner of Front. When you click the graph button, you can start exploring and seeing your impact.

What can you measure?

There are 6 dashboards available for you to view and customize in Analytics:

  • Overview is the homepage for Analytics with a summary of the most important metrics.

  • Team Performance provides insights into team efficiency overall, and individual team member performance.

  • Conversations gives visibility into the status and movement of conversations over time.

  • Tags helps you understand the types of conversations the team is having and/or operational processes involving tags.

  • SLAs gives insight into whether your team is hitting or missing their Service Level Agreement (SLA) goals.

  • Customer Experience provides a summary of volume and metrics by contact.

In practice, you’ll likely come to Analytics with a goal in mind and want to track it over time. Here are some key use cases that line up with our dashboards. 

Team dynamics, efficiency, and performance

Who’s handling the most conversations, and what’s their average response time? Is someone being assigned the bulk of the messages? Feeling like your team is just slaying lately? See it for yourself. The Teammate Performance dashboard shows a variety of metrics like:

  • Average handle time per teammate

  • The amount of total archived or assigned conversations your team has on their plate

  • The amount of messages being sent by your team

Within the Team Performance report, you can view a heat map and learn when your busiest hours are, adjust staffing for busy days, and make the necessary adjustments to support customers and ensure messages don’t fall through the cracks as you anticipate the rush. 

Being able to celebrate wins, share weekly efficiency reports with your team, and identify opportunities for coaching makes managing a team easier. With Front Analytics, you can drill down into the details of how each individual team member is performing and visualize gaps in efficiency, staffing, or support at-large. 

Message volume, status, and movement throughout inboxes

Get a sense of how to improve time management by assessing message volume by team, how conversations are being moved and handled, and the workload and backlog piling up. In the Conversations dashboard, you can view a table showing new messages, open messages, and those that are closed to get visibility in what’s on your team’s plate. 

Additionally, you can see exactly how messages are being routed throughout Front and the conversation data within each individual inbox—like how many are open or the average handle time of a conversation within that inbox. If you have tiered inboxes, or channel-specific or client-specific inboxes, you can double click on those inboxes and understand the detailed conversation activity within each. 

Message topics and themes

When you organize your messages into tags—and set up rules to do that for you—you’re automatically categorizing your work. The tags report shows data for each tag, so it’s wise to think about this when creating tags in the first place. Perhaps you create a rule that tags all messages from your largest customers, or all messages that contain mention of a specific project or product. When you go to the tags report, you’ll be able to view how much traffic each of those tags is getting, how much time each category of work is requiring from your team, and then understand how to better prioritize work.
Ultimately, you’ll get a breakdown of communication by topic. 

For instance, if you have a tag for Customer Complaints, you’ll be able to quickly and efficiently see how many messages are falling into the category—and drill down into the specific conversations found there so you can pass those insights along to the responsible team and ensure a better customer experience next time.

Customer experience in terms of response times and SLAs

Are SLAs being breached? Do customers feel tended to? Front Analytics provides insight into what your customers are experiencing with your team on a daily basis and helps you stay on top of potential SLA breaches.

Learn the changes over time of SLAs or the SLA status of current messages, and click into the conversations associated with those metrics to investigate trends and help your team change course. 

By analyzing this information, you can better understand the experience your customers are having, and ensure that your team is set up to support the most demanding ones. 

Navigating Analytics

There are two main components to navigating Analytics from the get-go: the left side nav, and the header. 

On the left side nav, you’ll see the 6 dashboards listed: Overview, Team Performance, Conversations, Tags, SLAs, and Customer Experience. To learn how to navigate and understand each one, check out our dashboard specific guides. 

The Analytics header is found at the top of each dashboard and has consistent actions and capabilities. Here’s what you can find and customize in the header. 

Date range

You can change the time you’re viewing data for to get a micro or macro sense of company performance by changing the dates in the top right corner. Toggle between weeks, reflect on monthly goals, or get more information about a particularly hectic day. 


Filters allow you to hone in on a specific subset of data. As you navigate throughout different dashboards in Analytics, the filters carry over. The following filters can be applied:

  • Inbox – What inbox would you like to see data from? Select one, multiple, or all of them. 

  • Teammate – Are you interested in data from a specific team, a few teammates on a project, or an entire department? When you select a teammate,

    it filters the data specifically to actions taken by that teammate. 

  • Tag is – View data for specific tags, like projects, VIP clients, etc. 

  • Tag is not – Want to omit a specific tag? This comes in handy if you want to view all data besides that of your "SLA beach” tag, for example. 

  • Channel – Select one or many channels to view data from, so you can understand the varying success of your different communication channels

Once you’ve selected your filters, you’ll see them in the header of all reports and can easily modify them. Note that when a Filter is applied, it applies globally to any section navigated to, so you’ll need to reset filters as you click into different reports if you’d like to view different data. 


Previously known as saved reports, saved views are a customized view of your reporting that you’d like to repeatedly reference. By saving a view, you don’t have to repeatedly apply filters in the future and can easily scroll through your most important reports. 
A new view can be created in two ways: 

  1. Click on “+ View” and add your filters

  2. Add your filters, then click “Save view”

Save views for…

  • Your team, and reference it weekly at your group huddles

  • VIP customers so you can stay on top of their response times, interactions, and growth 

  • All communication channels in your support inbox to understand how customers are reaching out and which channels are most successful

Saved Views can be private or public to the team, and can be pinned as a horizontal tab for quick reference. You can also set a view as default, so it always opens when you load Analytics. 

Details drawer

When you click a metric, teammate, inbox, or chart value in Analytics, you’ll pull up the detail drawer. This is a pop-out that shows all the conversations associated with and that contributed to that calculation. Individual conversations can be opened and reviewed to dig into the details and understand your metrics more. 

For instance, if a metric seems unusual, you could open the detail drawer to understand the reasoning behind the change. Or, if you’re coaching a teammate, you could open the detail drawer and look into specific conversations that caused SLA breaches. 

Business hours

You can also set business hours for your team in Analytics. Business hours affect metrics that measure time, like reply time. When business hours are set, the time that elapses outside of business hours is not counted against your team. They also are used in SLA and other time-based rules. 

Keep learning

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They say a mullet is business in the front; party in the back. It’s the best of both worlds, really — just like Front. We blended email with your customer relationship management software to make it simple for you to give extraordinary service at scale.  With our new features that bring account-level context right in your inbox, the sky’s the limit when it comes to crafting tailored, informed responses to all customers, without context switching. Here are 5 ways that accessing critical account information right from your inbox can be a game-changer for your team — and your customers.  1. Reference account conversation history right from an open message to give a more informed response Create customers for life by making them feel known and personally catered to every time. Rather than dig into another tab or get distracted by another browser when looking for more information on a customer, pull up their information directly from an open message.  See things like: Message history for the account overall, and specific contacts within the account Critical relationship data from your CRM like the account owner and customer success manager Specific plan information like customer segment or revenue And much, much more.  With your CRM and all customer data integrated into your inbox, you and your team can reference the most up to date customer information to build deep customer empathy that keeps customers coming back for more.  2. Set up rules that give priority service to your most important customers While all customers deserve an exceptional experience, you may have accounts that are particularly sensitive or have higher service requirements because of their revenue or tier. Now, it’s easier than ever to automate VIP service based on customer data.  Move conversations from high paying customers to a special VIP inbox, for example, or apply a “SLA ” immediately based on the contact. Set it and forget it, and reset assured that your critical customers will be satisfied.  3. Automatically assign conversations to account owners based on customer data After you’ve created or imported accounts within Front, you can use rules with your accounts to automate conversation assignment and routing.  For instance, if you have a specific account manager assigned to a certain account, you can automatically make sure all emails from any contact within that account arrive in the account manager’s inbox instantly. Same goes for if you have additional team members assigned to specific accounts such as Project Manager, Billing Manager, Customer Success Manager, etc. Set up the customer-data driven rule in a few simple steps, and trust that the conversation is being handled by the right person — and the rest of your team can be freed to focus on their most critical work.  4. Get a metrics overview for a specific account that you're responsible for  Build deep customer empathy by getting a 360 degree view of an account’s experience interacting with your team. View average handle or response time, SLA breaches that have occurred, and who’s been chatting with them the most. With access to account-specific analytics, you can understand exactly what your customers are experiencing and ensure top-notch service.  Account-level analytics will be available on the Enterprise plan in late September. 5. Review analytics across a list of accounts to understand higher level trends, like which accounts are generating the most communication volume Get a birds eye view of how your team is performing across your customer base. With a click, you can identify which customers contribute the most and least communication volume, or which customers receive the fastest and slowest response times — so you can iterate and improve the customer experience.  Account-level analytics will be available on the Enterprise plan in late September. Make it easy on yourself and have a report automatically emailed to you every week on your highest value accounts, so you never lose a pulse on progress and can stop issues before they happen.  Learn more about the value of having customer context in your inbox here.
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