Insights

Summary: I’d love to have a dedicated report or filter in Front that shows all conversations archived or closed by automation rules — including which specific rule and branch performed the action. Problem: Right now, the full events export only le...

Set a duration after which the survey is not accessible

Would be based on the open-archived status, and replace the old "archived" metrics

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"

If only a part of the company uses Front, the inbounds from "external" employees (technical, legal ...) will be considered no differently from the end customers' ones. As a result, all reply based metrics (and probably workflows) are off. We might...

Allow to filter by categories of channels (ie email / voice / text)

Ability to spent time on each ticket in analytics (not just handle time), from the moment a user clicks on a ticket/is assigned a ticket and works on it to closure.

Viewing more metrics like Csat or Smart QA grades on Topics

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