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Hi everyone! 👋

 

Our team has been exploring Front’s analytics dashboard to better understand our response patterns. One insight we noticed is that while our average response time is within target, the distribution is uneven—some inquiries are answered in minutes, while others take much longer depending on the time of day or who’s on shift.

 

I’m curious:

 

  • How do you use analytics to identify bottlenecks in your workflows?
  • Do you set up custom tags or rules to track specific types of conversations (e.g., billing vs. support) and then measure performance separately?
  • Has anyone tied Front’s analytics into external tools (like a BI dashboard) for deeper reporting?

 

 

Would love to hear how others are using these metrics not just for reporting, but for improving team efficiency in real time.

Hi Trixie! Cat here from the Front support team 🌻

Great questions!

Our team here use tagging to categorise conversations. This allows us to drill down into the categories which impact our own metrics. From that data we can coordinate with our education team to improve our knowledge on those topics, or with our product team to improve the app if necessary!

More specifically, we use a Required tagging rule to ensure that all conversations are tagged: https://help.front.com/en/articles/2106

Front can indeed connect to external data tools. You’ll find the available options listed here: https://front.com/integrations?category=analytics

Cheers,
Cat

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