Get voice metrics in Front analytics and flexible telephony status syncing

Managers and support leaders can now track omnichannel performance with access to new voice metrics in Front analytics. Metrics available in the Workload report & custom reports:

1. Inbound calls
2. Outbound calls
3. Abandoned calls
4. Missed calls
5. Call time average
6. Call talk time average
7. Call on-hold average
8. Call queue time average

Learn more about voice metrics in Front analytics

You can also now sync your team’s statuses between Front and Dialpad/Aircall/RingCentral:

• A user can now see that they are available in your telephony provider from within Front.
• Telephony provider → Front status configuration: An admin can now decide if their users' Front statuses should be set to busy when they are on a call.
• Front → Telephony provider status configuration: An admin can now decide if their Front Out of Office status should set them to unavailable in their telephony provider and Front Available status should set them to available in Dialpad/Aircall/RingCentral.
  • This will mean that when a user changes their status in Front it will make them available or unavailable to take calls.

Learn more about Dialpad, Aircall, and RingCentral.