Analytics

Boost visibility for actionable insights

Measure performance to uplevel your customer experience while improving efficiency for your business.

Optimize individual and team performance

Track team member productivity for coaching and recognizing top performers. Assess workload across teams to plan headcount and staffing.

Measure and improve customer experience

Deliver top-notch customer service by tracking service level agreement (SLA) effectiveness, identifying bottlenecks, and measuring CSAT.

Grow and retain customers effectively

Make data-driven decisions on where to invest resources and how to improve processes in your customer experience over time.

Know exactly what to improve next

Track and beat SLAs
See how your team is pacing against clear reply time goals set per channel to meet customer expectations.
Know what influences customer satisfaction
Measure response times, resolution times, CSAT scores, and review customer feedback all in one place.
Get a sense of team workload
Understand how customer messages move between inboxes to help streamline coordination on conversations.

Build a world-class team

Upskill teams to peak performance
Get a granular breakdown of team productivity to guide 1:1 conversations, recognize top performers, and steer team meetings for process improvement.
Efficiently staff to busiest times
Schedule teams based on fluctuating demand to be more cost-effective and ensure a consistent customer experience.
Draw insights from customer inquiries
Digging into trends is easy with tags and message template use. Hone into topics, bottlenecks, or other problem areas to prioritize where to improve next.

Make data-backed decisions with confidence

Customize dashboards for any leader
Tailor views and schedule reports to support service, operations, or sales leadership with the insights they need.
Reel in headcount costs
An overview of team workload shows where you can optimize for more cost-effective headcount planning.
Get the full picture of your business
Make strategic decisions when you export Front data and combine it with other sources to gain a full understanding of your customer experience.

Our management team uses Front’s analytics to actively see how we are progressing towards our business goals, and get better insight into individual performance and see who needs help. Since starting with Front, we have increased efficiency to respond 2.5x faster to customers.
Trish Bingham, VP of Client Services