To get statistics about activities happening in Front, you need to request the corresponding metrics of the analytics.
Each metric can be
- A scalar: this is a single value (a number, duration, percentage or string).
- A table: this is a set of different values for a set of resources.
- A time graph: this is a unique value decomposed in multiple values over the requested time range.
Scalar Metrics Available
Name | Type | Description |
---|---|---|
avg_conversations_per_day | Number | Average number of conversations occuring per day |
avg_first_response_time | Duration | Average time for your teammates to send the first reply |
avg_handle_time | Duration | Average time between opening a conversation and sending a reply |
avg_replies_to_resolve | Number | Average number of replies to resolve a conversation |
avg_resolution_time | Duration | Average time for a conversation to be resolved |
avg_response_time | Duration | Average time for your teammate to reply to a message |
busiest_day | Duration | Name of the day where you receive the most messages |
busiest_time | Duration | Hour of the day where you receive the most messages |
inbox_num_messages_received | Number | Number of messages received |
num_active_segments | Number | Number of conversations which received or sent at least one message |
num_conversations_resolved | Number | Number of conversation resolutions that occurred |
num_conversations_unresolved | Number | Number of conversations where no resolution has occurred |
num_customers_helped | Number | Number of unique customer with which your teammates interacted |
num_messages_received | Number | Total number of messages received |
num_messages_sent | Number | Total number of messages sent |
num_new_segments | Number | Number of new conversation segments |
num_replies_sent | Number | Number of replies sent |
num_resolved_segments | Number | Number of resolved conversation segments |
num_segments | Number | Number of segments |
num_sla_breach | Number | Number of conversations where SLA was breached |
pct_resolved_on_first_reply | Percentage | Percentage of conversations resolved on the first reply |
pct_segments_resolved_on_first_reply | Percentage | Percentage of segments resolved on the first reply |
Table metrics available
Name | Description |
---|---|
customers_table | Contact-level metrics |
first_response_histo | Percentage of first responses for each duration |
inbox_table | Inbox-level metrics |
resolution_count_histo | Number of resolved conversations for each duration |
resolution_histo | Percentage of resolved conversations for each duration |
response_count_histo | Number of responses sent for each duration |
response_histo | Percentage of responses sent for each duration |
sla_breach_response_count_histo | Number of SLA breaches for each duration |
sla_table | SLA-level metrics |
tag_report_table | Tag-level metrics |
tags_table | Tag-level metrics |
team_performance_table | Teammate-level metrics |
team_table | Team-level metrics |
top_conversations_table | Top 3 teammates number of conversations |
top_reaction_time_table | Top 3 teammates average time to react to a conversation |
top_replies_table | Top 3 teammates number of replies sent |
Time graph metrics available
Name | Description |
---|---|
customers_helped_graph | Number of unique customer which received at least one message |
first_response_graph | Average time for your teammate to send the first reply |
handle_time_graph | Average time between opening a conversation and sending a reply |
inbox_num_messages_recieved_graph | Number of messages received |
inbox_num_resolved_conversation_graph | Number of conversations resolved |
messages_received_graph | Number of messages received |
new_conversations_graph | Number of new conversations |
num_archived_conversations_graph | Number of conversations archived |
num_conversations_open_handle_move_graph | Number of open conversations |
num_messages_sent_graph | Number of messages sent |
num_new_segments_graph | Number of new segments |
num_sla_breach_graph | Number of SLAs breached |
num_sla_warning_graph | Number of SLA warnings |
replies_sent_graph | Number of replies sent |
resolution_graph | Average time to resolve a conversation |
response_graph | Average time for your teammate to reply to a message |
Each metric property contains the value for the requested time period (in the field named v
) as well as the value for the previous period (in the field named p
).
Depending on the date range you request the analytics, it can take some time to process it. This is why you might need to send multiple requests to get the results. To help you estimate the remaining time, the server response will contain a progress field containing a number ranging from 0
to 100
which is the percentage of the analytics processed.
Example Analytics Object
{
"status": "pending",
"progress": 42,
"metrics": [
{
"id": "avg_conversations_per_day",
"metric_type": "scalar",
"t": "num",
"v": 42,
"p": 24
},
{
"id": "first_response_histo",
"metric_type": "table",
"columns": [
{
"id": "time",
"label": "Time",
"type": "num"
},
{
"id": "pct_replies",
"label": "Replies %",
"type": "num"
}
],
"rows": [
[
{
"t": "str",
"v": "< 15mn",
"p": "< 15mn"
},
{
"t": "pct",
"v": "12",
"p": "50"
}
]
]
},
{
"id": "first_response_graph",
"metric_type": "time_graph",
"vals": [
{
"t": "dur",
"v": 42,
"p": 24,
"label": "January",
"start": 1451785860,
"end": 1454464260
}
]
}
]
}