Insights

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...

I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!

At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.

As a leader, I need to be able to see the number of sent messages per agent. I can see the assigned conversations but because do work outside of email and in other systems and manual work, I need to be able to see where someone may need help (assi...

Customers who have a high volume of conversations in their inboxes want to understand "conversation aging" in their existing backlog. Specifically, for conversations that are not yet resolved, customers want to know the average age of those unreso...

Support NPS as a grading scale.

We ideally would like to have an option to require that a comment be left alongside the rating that is given when the CSAT Survey is used.

Blocked/deleted teammates don't appear in filters. It makes it difficult to rebuild metrics in the past for those teammates. when creating a report w/ specific teammates, customer would like to be able to choose teammates who are no longer w...