To view the analytics reports, click the bar chart graph at the bottom left of Front and then click the report you'd like to view.
This section gives insight into the volume of messages we are receiving. At the bottom of this section, you can view how many conversations a certain tag was added to in the time frame you've selected for analytics.
These tags can give you insight into:
- How many maintenance or urgent maintenance requests were made in each city
- How many escalations happened- general escalations and for each individual city
- How many SLA breaches occurred
Meanings of important columns:
- Total conversations: how many conversations a tag was added to. This includes both archived and open conversations.
- Open conversations: how many conversations have this tag and are still open. This usually means that the issue has not been resolved. This number should be 0 or very close to it.
- Archived conversations: how many conversations have this tag and are archived. This should mean that the issue has been resolved.
Response time vs reaction time
Front makes a difference between the performance of individual teammates vs the perceived response time from your customers' point of view. Reaction time is internal to your team, meaning it's how long a conversation is under your responsibility. Response time is external, meaning the time it took for the message to get a reply. Let's take an example:
- John (customer) sends a message to your team@ inbox.
- After 12h, Greg (manager) manually assigns it to Anna.
- Anna quickly responds in 30 mins.
From John's point of view, it took the team 12h30 to respond. However, it would be unfair to count it towards Anna. So Front has 2 separate metrics:
- The reaction time is always tied to a teammate. It is the time taken to respond or reassign (12h for Greg, 30 mins for Anna).
- The response time is not tied to a teammate and is a global metric for the company.
The Team panel gives access to individual reaction times, while Productivity and Customers show response times.
If you archive a message with no response, the conversation will still be counted in the total. If there is no response at all then there is no reaction time, but still 1 message count in the total. If you reassign a conversation, then you will get a reaction time. If you archive it, no reaction time is computed.
Snoozing a message will not affect response time or reaction time.
This section gives you insight into the performance of individual team mates. Important columns include:
- Conversations: Number of conversations with which a user interacted with (assigned, archived, commented, replied, etc). You can use this to compare people working on the same shift to makes sure an equal amount of work is being done. Only compare people from the same shift, since messaging volume varies greatly by time.
- Average reaction time: time to respond or reassign on average (see definition above).
- First reaction time: time to respond or reassign on initial message (assigned, archived, commented).
- Total sent: number of messages the users sends (composed and replied to). You can use this to compare people working on the same shift to makes sure an equal amount of work is being done. Only compare people from the same shift, since messaging volume varies greatly by time.
This sections gives us insight into team productivity. These metrics are not tied to a specific teammate. Important items include:
- Response time: average time between a customer request and the following outbound message.
- First response time: Even if you can't solve a customer's problem immediately, it is important to quickly let them know you are working on their issue. Front measures the time it takes to give this first response to your customers.
- Resolution time: sum of the response times before a conversation is archived.
- Chart that gives you a percentage of replies that happened within each time frame.
- Use this dropdown to change the chart to "First response time" or "Response time"
For a more info on Front's analytics, you can visit their support page.