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Guide - 6 Min Read

Your Analytics homepage: the Overview report

As a team admin, manager, department head – or even just a data-driven teammate – it’s critical to be able to access high level success metrics at a glance. That’s what the Overview report was built for. 

What’s the Overview report?

The overview dashboard is what you land on when you first click into Analytics. It’s a high-level view of customer communication and team’s impact

As the homepage for analytics, the overview dashboard provides summary-level team communication insights. At a glance, you’ll be able to view high-level analytics about message volume, inbound conversations, and teammate efficiency in responses. 

This information is displayed through customizable ‘widgets,’ or sections of the report. These sections can be used to identify trends, measure the impact of their team efforts, and more. Each section answers a high-level question, and most sections provide links to their corresponding pages for quick access to more detailed insights.

To view the definition of every metric you can measure in the Overview dashboard, visit our Analytics Glossary

What can be measured?

The Overview report lets you quickly gain valuable insights to make smart decisions with your customer communication data. View the Overview report to answer questions like:

  • What is the overall volume of communication my team is handling?

  • What is the quality and efficiency of my team’s communication? 

  • What recent changes are worth digging into further?

Ultimately, you can customize the report so that it’s your quick, on stop shop for a high level summary of the metrics you care about most. Often, people like to use the Overview report to measure metrics like 

  • The average time between a message and its reply 

  • The average time from opening a conversation to sending a message

The Overview report has a few default sections that dig deeper the impact your team is having. Within each section, you can customize the metrics you view. 

Main metrics

This is the section to navigate to when you need to get a sense of success at a point of time.

It’s the first section, and it shows you averages of metrics so you can view top analytics at a glance. You can feature up to four metrics from a list of approximately a dozen, like average reply time, handle time, SLA breaches, and more – so you can see exactly what you care about most every time you arrive in Analytics. 

Once you select your metrics, they’ll stay put until you change them again so you can easily view a dashboard relevant to your needs and get a snapshot. 

You can change your filters, dates, and more to double click into the inboxes, teammates, or tags you care about most and compare metrics from the past. 

Key use case:

As a team manager, you like to start your day by reviewing yesterday’s metrics. You click into Analytics and arrive on your homepage – the Overview dashboard. You’ve pre-selected your most critical metrics, so you change the date to the past 24 hours and immediately see how your team performed and your customers were impacted yesterday. At a glance, you have full visibility into what support your team may need today. 

Changes over time

One of the best ways to measure success it to visualize and compare data over time – that’s what this widget is made for. 

Choose your metrics from the drop down – there are 6 different metrics, like messages received, sent, reply time, and more – and watch the graph present the data for that metric. You can view data by day, week, or month. 

This section helps you compare and recognize patterns far more easily than looking at a table of numerical data, and helps you anticipate trends in the future. 

Key use case:

As a department head, you like to see how your company’s impact is changing over each month. By evaluating the Changes over time widget regularly, you can visualize trends in message volume, handle time, and more to get a sense of what your customers are experience and what your team is dealing with. This helps you anticipate trends, congratulate high performers, and make sure you reach your goals by the end of the quarter.

Reply time

This widget helps you understand the percent of conversations that were replied to across five time ranges: 0-15 min., 15-45, 45-60, 60-120, 120+. The Reply Times section will clearly display the amount of time it takes your team to respond to messages across your inboxes. 

With this information, you can manage your team and customer experience by deep-diving into the conversations that take a long time to answer and better staffing customers or inboxes that need additional support. 

Key use case:

You’re curious as to why some messages in the past couple days are taking a while to get a response. You click into the bucket representing over 2 hours to view all the messages that took longer than 2 hours to get a reply. By connecting the dots and understanding the teammates or customers that need additional support, you’re able to translate this knowledge into coaching to create a strong team and happier customers.

Team

Curious how your teammates are performing, at a glance? This section shows the greatest increases and decreases on a team compared to the previous time period of the same length. You can select from a half dozen metrics to view in the dropdown, like reply time, handle time, and more. 

The Team section helps you understand where your team is with its current workload. For instance, you can quickly get a sense of who is falling behind and who is excelling by viewing the largest changes in response times, message volume, and SLA breaches. 

Key use case:

You change the metric to value to view who on your team is handling the most critical of messages, and who’s falling behind. By viewing that, you’re able to help prioritize your team’s time and recognize the team members who are working hard to please high-value clients. 

Top tags

What are the primary topics occupying your team’s time? This section shows the list of most frequent tags in a selected time period, and the change in usage from the previous period of the same length. The Top Tags section lets you see the types of requests coming in and monitor complex processes involving tags.

For instance, get a better sense of a possible increase in messages tagged with SLA breach or discover that the “SLA warning” tag is trending. 

Key use case:

Using tags to track issues or client communications? This is how you can see what’s occupying your team’s time. For instance, say you have a tag for Bugs, and you notice that they tag is trending upwards. You can click into the metric to drill down into the details and investigate the context behind that calculation – and ultimately locate the bug, and adapt your support strategy for the time being to help customers experiencing it. 

Keep learning

Customer Story - 3 Min ReadHow MNX uses Front to manage high email volume
MNX Global is a premium logistics provider that provides customized, expedited transport for the biopharmaceutical, life sciences, medical device, aviation, and entertainment industries in more than 190 countries. With 24/7 client service spread across multiple continents, they use Front to manage high email volume and stay on top of response time goals.  Originally, they used Outlook to manage high email volume. According to Director of Aviation Services Douglas Kurtz, Outlook couldn’t quickly triage or assign emails, or provide them will visibility into the audit trail of a message or success metrics. They switched to Front so that could collaborate effectively and work more efficiently.  They've used Front’s automated Rules and SLAs to help their team reply faster to customers, and they rely heavily on Analytics to give them insights to make more informed decisions. All this automation enables them to be more productive and stay on top of demand. Automate message routing with Rules that will triage, categorize and assign messages for you. When there’s high email volume, there’s no time to comb through the messages manually and give them an owner or categorize them – that’s where rules come in . SLAs make it easy to reach response time goals by escalating messages  – with a direct assignment, ‘Breach warning’ tag, or even sending them to an ‘Urgent’ Slack channel – that are close to a breach. Analytics turn insights into improvements to help teams understand how their team is performing, their customer needs, and busiest hours, among other things. By paying attention to these insights, teams can know when to hire, who needs more support, and how to improve customer experience. “We have the data to say, ‘Okay, Sunday will be 1/4th of the volume of a weekday,’ so we can staff appropriately,” Douglas Kurtz, Director of Aviation Services, MNX Rules and SLAs have helped MNX ensure every time-critical message gets into the right hands so they can reply quickly, while analytics has helped them track business-critical metrics, set team benchmarks, and make informed decisions for the future. Do it yourself Rules Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah. Step 1 Go to Settings by clicking on your avatar in the top left → Rules & SLA → Add team rule Step 2 Set the When trigger to Inbound messages. Step 3 Set the If condition to: Inbox is the team inbox this rule should apply (e.g. Support inbox), AND Subject contains and Body contains to the word of your choice (e.g. billing). Ensure these are connected by an OR condition. Step 4 Set the Then action to either of the below: Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition). Move to inbox action to move it to a different inbox. Tip: Click Add action and add a tagging action. This will help with general organization and future analytics reports. SLAs Front’s SLAs help teams create and achieve response time goals. You can customize your escalation path and have messages on the brink of a breach prioritized: Tag it to alert your team Set up custom notifications Reassign to another teammate Move to an urgent inbox Then, view your SLA report to view analytics on how your team is tracking towards their goals. You can even share your SLA report with your team or customers to showcase how amazing your team is doing.  Analytics MNX uses their Analytics tab to get insights into employee performance, customer needs, and more so they can constantly be improving their workflow.  They’re able to anticipate when it’s time to hire by evaluating when their team is overwhelmed, see who’s equipped to handle the largest deals, and anticipate their busiest hours. 
Read customer story
One Pager - 3 Min Read5 ways to use account-level context to build a better customer experience
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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