Understanding analytics exports

Analytics exports represent activity within your business hours. As a reminder, Front lets you define business hours: the time when your team is expected to reply to customers. Reaction time, response time and resolution time that happen outside of your business hours are counted as 0. Business hours are always defined according to your current time zone.

Like integrations, you need to be an admin in order to create analytics exports.


Front can generate CSV exports of your data from the Analytics dashboard.

Step 1

Go into your Analytics, and select Export.Step 2

This popup window is where you can tell Front what report type you want exported. By default, Front will export the message data for the report you've created. You can choose from three types of reports - Messages export, Full events export, and Daily volume export. When you're ready, click Request export. The file will begin to download. The export will always be generated in your timezone.


About the Message Export CSV

The exported file will contain one line per message received in the time period you selected. Below is an explanation of each column in your CSV.

  1. Message ID: internal Front ID of the message
  2. Conversation ID: internal Front ID of the conversation
  3. Segment: segment of the conversation (see below)
  4. Direction: inbound or outbound
  5. Status of the conversation: references the action done by the assignee archived or open
  6. Inbox: address of the inbox. If you export multiple inboxes and the message appears in several inboxes, it will be listed once for each inbox
  7. Message date: formatted as YYYY-MM-DD HH:mm:ss, in the requested users timezone
  8. Reaction time: time (in seconds) taken to respond or reassign a conversation
  9. Resolution time: total duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
  10. Response time: duration (in seconds) between an inbound message and the next outbound message in the same conversation
  11. Assignee: username of the teammate involved, if any
  12. Author: username of the teammate who replied to the email.
  13. Contact name: contact's first & last name
  14. Contact handle: contact's email address, twitter handle, or phone number - depending on the source of the message
  15. To: email address of the recipient
  16. CC: email address of those CC'ed on the email
  17. BCC: email address of those BCC'ed on the email
  18. Extract: sample of the message body (200 character limit)
  19. Tags: tags attached to the conversation

Caveats

Conversation Segments

Some channels (like chat or SMS) do not have a real notion of conversations. Customers will always be replying in the same conversation, even if they want to talk about something new. Front solves this by tracking inactive conversations - when a conversation stops receiving messages for a while, we consider it to be inactive.

If you then receive a new message, we will create a new segment. Nothing will happen in the app; the new message will appear as expected and the conversation will be unarchived. However, in the analytics, it will be treated as a new conversation.

The exported file contains the segment sequence. You will see the sequence increase every time the conversation becomes inactive and then active again.


Multiple Inboxes

If you export multiple inboxes, it is possible that some messages appear in several of of these inboxes. In this case, they will be listed once per inbox.


Move/tag or delete conversations

If you modify a conversation, it will be reflected in the export as expected. Deleted conversations will be ignored if:

  • You receive a message and 1 hour later tag the conversation, the export will list the message as having the tag.
  • You move the conversation to a different inbox, the export will list the message as part of this new inbox.

However, after a conversation becomes inactive, the previous segments stop being modified. For example:

  • A customer sends you a text message about a delivery issue.
  • You tag the conversation with #delivery and handle the problem.
  • Two weeks later, the same customer reports a billing issue.
  • You remove the #delivery tag and add the #billing tag.

If you then export both messages, the first one will still have #delivery, while the second will have #billing.

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