Skip to main content
Front Developer
Front Developer
Fronteer
December 28, 2022
Solved

How to best get message analytics into an external system

  • December 28, 2022
  • 1 reply
  • 174 views

We’re looking to get the Front data into SQL so we can incorporate into our current internal productivity and profitability dashboards. We would use the email metrics (received/sent) to help improve our visibility into the reporting of productivity of reps and then the tagging of clients to identify the amount of work a client requires which helps calculate overall profitability of our relationship.

Any suggestions for how to do this?

Best answer by Support Engineering

It sounds like you'd be best served by our Analytics Exports API. This allows you to create exports for a specified timeframe with some filters (tags, teammates, inboxes, etc, or none at all), and provides you with a CSV response, containing analytics details of the conversations included in that report. 

The benefit of using this type of export is that Front calculates many metrics such as response time, reaction time, resolution time, etc. 

An alternative is for you to create rules in Front to subscribe to events you're interested in (inbound/outbound messages, for example), and send each of those payloads to a webhook. You can then receive and process those events in your application in real-time, and perform any analysis you like on that raw data.

I hope this is a helpful starting point - Please let me know if you have any further questions

 

--Jason

1 reply

S
Support EngineeringAnswer
Community Manager
December 28, 2022

It sounds like you'd be best served by our Analytics Exports API. This allows you to create exports for a specified timeframe with some filters (tags, teammates, inboxes, etc, or none at all), and provides you with a CSV response, containing analytics details of the conversations included in that report. 

The benefit of using this type of export is that Front calculates many metrics such as response time, reaction time, resolution time, etc. 

An alternative is for you to create rules in Front to subscribe to events you're interested in (inbound/outbound messages, for example), and send each of those payloads to a webhook. You can then receive and process those events in your application in real-time, and perform any analysis you like on that raw data.

I hope this is a helpful starting point - Please let me know if you have any further questions

 

--Jason

Terms & ConditionsAccessibility statement