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Understanding Workload Metrics

  • March 26, 2026
  • 1 reply
  • 53 views
oluwaseun_olatunde

Hello Team,

I’d like to get the community’s perspective on how best to interpret workload metrics at the inbox level.

For my team, I typically track performance using tickets created vs. tickets resolved across each inbox. However, in the Front workload report, we have the following metrics available:

  • New conversations
  • Moved into inbox
  • Moved out of inbox
  • Resolved conversations
  • Unresolved conversations

Given these, I’m trying to establish the most accurate way to calculate true ticket creation and resolution per inbox.

My current approach is:

  • Created = (New Conversations + Moved into Inbox) – Moved out of Inbox
  • Resolved = Resolved Conversations

The idea is to reflect the net workload that actually lands and stays within an inbox, rather than inflating volumes through internal ticket movement.

I’d appreciate your thoughts:

  • Does this approach align with how you measure workload?
  • Or is there a better way to represent “Created” and “Resolved” at the inbox level?

Looking forward to your insights.

Thanks!

Best answer by suzy_falvey

Thanks for your questions around Front’s workload report and how best to calculate ticket creation and resolution at the inbox level, happy to break this down.

Workload metric definitions

Here’s how each metric is defined:

  • New conversations: Conversations created in the inbox during the selected time period (from inbound or outbound messages)

  • Moved into inbox: Conversations transferred into the inbox from another inbox

  • Moved out of inbox: Conversations transferred out of the inbox to another inbox

  • Resolved conversations: Conversations marked as resolved (archived with at least one reply) during the selected time period, and still in a resolved state when the report is run

  • Unresolved conversations: Conversations that are currently open or were reopened during the time period

You can click into each metric in the workload report to view the exact conversations included, and you can also export this data if you’d like to analyze it further.

How to interpret these metrics

The Workload by inbox table is designed to help you compare activity across inboxes and identify trends or imbalances in workload.

For the most accurate interpretation, we recommend referencing the analytics glossary and the Location & attribution details for each metric. These explain how conversations are counted and why numbers may vary between different views.

If you’re using conversation stages, it’s also worth noting that resolution metrics are tied to those stages, and inbox filtering will only include inboxes enabled in your stage settings.

Recommended approach for “Created” and “Resolved”

For reporting at the inbox level, we generally recommend:

  • Created (work received)

    = New conversations + Moved into inbox

    → This captures all work that enters the inbox, whether it originated there or was routed in

  • Resolved

    = Resolved conversations

    → This reflects the conversations that were completed in that inbox during the selected timeframe

This approach aligns with how Front’s reporting is designed and gives you a consistent view of both incoming workload and completed work.

1 reply

suzy_falvey
  • suzy_falvey
  • Fronteer
  • Answer
  • March 26, 2026

Thanks for your questions around Front’s workload report and how best to calculate ticket creation and resolution at the inbox level, happy to break this down.

Workload metric definitions

Here’s how each metric is defined:

  • New conversations: Conversations created in the inbox during the selected time period (from inbound or outbound messages)

  • Moved into inbox: Conversations transferred into the inbox from another inbox

  • Moved out of inbox: Conversations transferred out of the inbox to another inbox

  • Resolved conversations: Conversations marked as resolved (archived with at least one reply) during the selected time period, and still in a resolved state when the report is run

  • Unresolved conversations: Conversations that are currently open or were reopened during the time period

You can click into each metric in the workload report to view the exact conversations included, and you can also export this data if you’d like to analyze it further.

How to interpret these metrics

The Workload by inbox table is designed to help you compare activity across inboxes and identify trends or imbalances in workload.

For the most accurate interpretation, we recommend referencing the analytics glossary and the Location & attribution details for each metric. These explain how conversations are counted and why numbers may vary between different views.

If you’re using conversation stages, it’s also worth noting that resolution metrics are tied to those stages, and inbox filtering will only include inboxes enabled in your stage settings.

Recommended approach for “Created” and “Resolved”

For reporting at the inbox level, we generally recommend:

  • Created (work received)

    = New conversations + Moved into inbox

    → This captures all work that enters the inbox, whether it originated there or was routed in

  • Resolved

    = Resolved conversations

    → This reflects the conversations that were completed in that inbox during the selected timeframe

This approach aligns with how Front’s reporting is designed and gives you a consistent view of both incoming workload and completed work.

Suzy F
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