Analytics

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
        }
      ]
    }
  ]
}