Analytics

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.