Insights

Problem The teammate performance table shows conversation metrics but no task data, making it impossible to assess task workload or capacity alongside conversation performance. Request Add task assignment metrics to the teammate performance report...

Request Enable automatic periodic exports of Insights data, or provide a consolidated export location where all metrics and reports can be downloaded in one place.

Problem Users cannot see aggregated template usage metrics across shared inboxes without enabling detailed analytics tracking for each individual inbox. Request Provide a view of total template usage across shared inboxes (for example, "Template A...

Request Add analytics to track when teammates use the 'Draft with Copilot' feature to better understand AI adoption patterns across the team.

By being able to set up a rule to auto-archive a customer-submitted CSAT survey, it does not interrupt the workflow of any customer operation frontline teams and does not skew the data of opened/resolved conversations. With a rule you should be ab...

Problem End-users must configure their own analytics reports, which is time-consuming and not scalable for teams. Request Allow admins to create and pre-configure analytics reports on the backend that end-users can access and use directly.

Problem Smart CSAT only evaluates emails and ignores comments on conversations, resulting in incomplete scoring context when important information is captured in comments. Request Include conversation comments in Smart CSAT evaluation to capture c...

Problem When only part of a company uses Front, emails from external teams (technical, legal, etc.) are treated the same as customer emails. This distorts reply metrics and workflows, and can hide real customer replies among internal ones. Request...

Request View customer satisfaction scores organized by message template.