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Evolution of backlog over time

Value: Allow managers to understand how the volume of work in their team's backlog is fluctuating. Implementation: replace the "open at start" and "open at end" metric to: Allow custom statuses and status categories (open and waiting) Reflect accu...
6 months ago in New metrics 0 Backlog

Email Deliverability Analytics and Monitoring

Front needs comprehensive email deliverability monitoring to help teams maintain good sender reputation and ensure customer communications reach their intended recipients. Currently, there's no visibility into whether emails are being delivered, b...
2 months ago in New metrics 0 Backlog

Custom metrics or formula fields in analytics

No description provided
3 months ago in Customization / New metrics 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
over 1 year ago in New metrics 0 Backlog

Provide analytics visibility into how long a ticket is in open statuses

I would like a way to see at a glance all my unresolved or opened tickets and a breakdown how how long these conversations have been opened. Currently there is no visibility how long a ticket is in a status outside until it is resolved
2 months ago in Core Product Experience / New metrics 0 Backlog

Workforce management analytics

No description provided
over 4 years ago in New metrics / Workforce management 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in New metrics 0 Backlog

Track Internal Actions in Analytics

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -
about 1 year ago in New metrics 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
almost 2 years ago in New metrics 1 Backlog

Analytics metrics for connectors

No description provided
2 months ago in New metrics 0 Backlog