Exports, API and connectors

Problem We need to programmatically access CSAT scores and survey data from external systems for analytics and reporting. Request Expose API endpoints (e.g., GET /analytics/csat) to retrieve CSAT scores with structured data including score, review...

Many customers ask for the full conversation in an analytics export. This is not possible as conversations can be very long, and the infrastructure cannot handle it. However, we could think about adding conversation-level metrics in the Get conver...

Request Export custom analytics reports to external formats for further analysis and sharing.

Request Access Smart QA scores programmatically through Front's API for external integrations and analysis.

Request Enable API access to retrieve teammate activity export data.

Problem Analytics tables have row limits for display (e.g., 500 rows in CSAT report), forcing users to filter and combine subsets to see complete data. Request Allow increasing or removing row limits when exporting Analytics tables.

With the Analytics full events export, the Subject field is described as "Subject of the conversation" according to the documentation. This field is derived from the messages of each conversation, more specifically the last message of a conversati...

Problem Analytics data can only be exported manually. Scheduled delivery would enable integration with other business systems. Request Support scheduled delivery of analytics exports via automated reports, similar to manual full events data downlo...

Problem Currently, Front analytics are disconnected from workforce management systems, making it difficult to analyze support performance alongside staffing and workload data. Request Provide a direct integration with Assembled WFM to enable analy...

Problem The 'Time spent in' analytics metrics are available in the Analytics UI but cannot be accessed via the Analytics API or exported through data exports. Request Make 'Time spent in' metrics available through the Analytics API and enable them...