Insights - Other

Problem Admins cannot track time spent on internal discussions or generate reports on discussion completion metrics and tag usage. Request Provide analytics for discussions, including completion time tracking and tag usage reports across teammate ...

Problem Knowledge Base lacks reporting — there is no way to see article counts by author, publication status, or content freshness across the entire Knowledge Base. Request Add Knowledge Base analytics comparable to existing team performance and c...

Problem Analytics metrics are affected by the user's timezone, but there is no clear way to see which timezone is being used. Users in different timezones may see different metric values without understanding why. Request Allow users to select and...

Problem Users without Analytics permissions see partial metrics for shared resources—showing their own activity and collaborators' work but not the full picture—leading to misunderstandings about team effort. Request Disable the collaborative metr...

Problem Identifying common feature requests, emerging issues, and frequent questions across support inboxes requires manual review and tagging, which is time-consuming and slow to produce actionable insights. Request Provide an AI-powered reportin...

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.

Problem Analytics data cannot be updated after a segment closes, preventing retroactive tagging and filtering of historical data. Request Enable retroactive data updates in analytics segments.

Problem Support agents and managers cannot easily determine how fresh the metrics data is that they're viewing. Request Display the exact age or last-updated timestamp for metrics so users can assess data freshness.

Problem Analytics access controls are limited, preventing teams from restricting access to certain teammate groups or allowing company-level analytics for non-admins. Request Ability to restrict analytics access by teammate group and grant company...

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...