Insights

Under inbox settings, anyone can toggle option to make inbox visible to analytics. Have had users toggle this off themselves when we want forever on. There is no way to audit this outside of seeing they are not on report so then we miss on their r...

As a developer I sometimes need to see the source inbox of a move (i.e. see which inbox a conversation was moved from in addition to the inbox it was moved to.

= time to first reaction.

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...

Please add this feature to the Conversations Report in Analytics in future updates. The conversation report needs to have an option to see whether the conversation was assigned by a rule or via a teammate.

We should be able to filter Front's Workload report by teammate group. For Customer Support Managers managing different global teams (i.e. APAC, EMEA, US - EST, PST etc.), this will help them quickly access insights on their respective teams workl...

Its useful to get a happiness score generated because it would allow us to see how well our reps are doing at a glance without having to read through everything. A low happiness score will auto flag and we can deep dive into the conversation.

Be able to keep track of open / waiting etc. conversations on a regular basis