To get statistics about activities happening in Front, you need to request the corresponding metrics of the analytics. The list of available metrics is below, and should be used with the "Create a new analytics report" endpoint.
Note: if you were using the deprecated analytics and events endpoints, please see the changelog for details on how to migrate to the new endpoints.
| Name | Description |
|---|---|
| avg_first_response_time | Average time it takes to send the first outbound reply of a conversation segment. Takes business hours into account. |
| avg_handle_time | The average handle time is how long a teammate spends actively working with the conversation open, from the time the conversation is opened to the time the message is sent. Starting a draft is a requirement for registering handle time. The timer does not begin to record the metric until you open a draft. This is a crucial productivity metric that helps you track how long your teammates spend working on conversations. |
| avg_response_time | Average time it takes for an outbound reply to be sent to an inbound conversation segment. Takes business hours into account. |
| avg_sla_breach_time | Average time from when a breach tag was applied to when it was removed. |
| avg_total_reply_time | Sum of all reply times for archived conversation segments with at least one reply, that are currently archived. Previously called Resolution time in legacy Front analytics. Takes business hours into account. |
| new_segments_count | Count of conversation segments that started during the time period of the report. |
| num_active_segments_full | Count of conversation segments where at least one activity took place during the report time period. Activities cover: - Inbound - Outbound - Out Reply (outbound message that is a reply) - Archive / Reopen - Reminder - Trash / Restore - Assign / Unassign - Tag / Untag - Move - Comment - Mention - Snooze |
| num_archived_segments | Count of conversation segments that were archived or snoozed during the time period of the report and are still archived at the end of the time period of the report. |
| num_archived_segments_with_reply | Count of conversation segments that were archived or snoozed during the time period of the report and remained archived at the end of the time period, and had at least one reply sent at any point in time in the past. |
| num_csat_survey_response | |
| num_messages_received | Count of all inbound messages received over the time period of the report. |
| num_messages_sent | Count of all outbound messages sent over the time period of the report. |
| num_sla_breach | Number of times an SLA rule applied an SLA breach tag. |
| pct_csat_survey_satisfaction | Percent of survey responses in the period that received a 4 or 5-star rating |
| pct_tagged_conversations | Count of conversation segments with at least one activity (message, tag added, etc.) over the time period of the report with a specific tag, divided by count of segments with at least one activity (message, tag added, etc) over the time period of the report for all conversations matching filters. |
| num_open_segments_start | Count of conversation segments with activity in the 7 days before the report period that remained open at the beginning of the period. |
| num_closed_segments | Count of conversation segments that were moved out of inboxes, archived, snoozed during the time period shown. |
| num_open_segments_end | Count of conversation segments with activity during the report period, or within the 7 days prior, that remained open at the end of the period. |
| num_workload_segments | Count of conversation segments that were new conversations, moved into inboxes, or reopened during the time period shown. |