We would like to extract some Front data and combine it with system data to get a more holistic view of workloads per rep. This data will ultimately be stored in our data warehouse to be combined with other datasets. What is the best way to get:
I wanted to follow up with an example that demonstrates how you would build your requests.
Total Messages (By Rep, Timeframe, account)
In order to view the total number of sent messages by teammate from a given shared inbox over a defined period, you could use our analytics/reports endpoint:
You should expect to see the value returned in the response payload in the following format:
In regards to the 'number of messages to resolve' metric, this isn't something that is available in Front today. An alternative metric would be our Total Reply Time Average. This gives you visibility of the total time your customer spent waiting for replies across the entire conversation.
--Joel
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