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
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Manually triggered auto replies should be accounted for in metrics
As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
We often send out a test of a new email strategy / approach and it would be great to be able to measure 'opens' and 'clicks' like you can with a marketing campaign - to measure the success of various customer success or sales initiatives. I think ...
It’s easy to create a rule to automatically send the survey per conversation, but it requires a more complex custom setup for more advanced configuration. For example with custom fields and custom smart rules to send a survey per contact and no mo...
Does Front have a plan to integrate an automatic QA or review system such that reviews can be posted on Fronts platform only? Workflow idea: Front creates different access levels for Conversation reviewers Those reviewers are the only ones authori...