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Guide - 4 Min Read

Track team impact & progress with the Teammate Performance report

As a team admin, manager, department head, it’s crucial to understand the impact your team is having. The Teammate Performance dashboard clues you into which teammates need coaching, overall team efficiency, and how you can improve your team processes to better reach your business objectives. 

What’s the teammate performance report? 

At Front, we wholeheartedly believe leaders help to shape a positive team culture, and this report will help you do just that. Validate top performers, identify opportunities for coaching, and learn when – and how – to step up and support your team through busy hours. Many leaders like to share this report with their team to create a sense of gamification, solidarity, confidence, and motivation. 

Team Performance gif

To view the definition of every metric you can measure in the Team Performance dashboard, visit our Analytics Glossary

What can be measured?

The teammate performance report helps you answer questions like: 

  • How efficient is my team overall? 

  • Have there been notable changes in my team’s performance? 

  • Which teammates are performing best or worst – and why is that?

  • How is a specific teammate performing?

Here are the 3 main sections in the report and how they can help you visualize and understand teammate performance. 

Main metrics

This is a similar section to the one in the Overview dashboard – but with some tailored tweaks. 

It’s an at-a-glance view of how your team is doing now verses the previous week. You can select which metrics you’d like to highlight by clicking the gear on the right to view what matters most to you.

Ultimately, this section helps you understand the bigger picture – the good and the bad – of what’s happening within your team. 

Key use case
Want to quickly pull up your team’s progress at a meeting with fellow managers? Select your key metrics, and share the update from the last week to quickly clue everyone in on the high-level success and areas for growth. 

Busiest times

Anticipating when your team may be stressed or overwhelmed with work helps you be a better manager and plan ahead. This section shows you exactly when your team is busiest. 

The section features a heatmap that shows the busiest times based on three key metrics: messages received, sent, and new conversations. The darker the square, the busier the team is for that key metric. By understanding the volume of communication coming in and out for your team, along with open conversations, you can make important decisions, like staffing and timing when a new feature is shipped, or making a business case to advocate for more funding.

When hovering over a cell/metric, additional insights will display. Based on the metric selected, the insight section will show three top values from that time period. For example, for the ‘Longest response time’, the three values will be the three longest response time periods. 

Key use case
Your hottest season is coming up. You dig into the heatmap from the last few weeks to investigate the busiest hours of your workday and the most demanding days of the week. To go one step further, you change the date to the busy season of last year and gather some insights. With this knowledge, you create a fresh, informed staffing schedule that bumps up support during the company’s busiest hours so your customers stay satisfied and your team doesn’t get burnt out. 

Teammates

This section helps you monitor team productivity, identify when your team is overloaded, and make the right decisions to best serve customers. 
The teammate performance table shows how an individual is performing based on the metric of your choosing. You can click into the calculation to see all the conversations that contributed to it, and customize the metrics displayed in the table using the gear icon. 
If you have a large team, search for a teammates name to view their performance, or reorder the table based on your needs. 
Some popular metrics to stay on top of are:

  • Reply time: The average time it takes for a teammate to send a response

  • Handle time: The average time it takes for a teammate to compose a reply, from when they open it to when they send a message

  • Archived conversations: The number of conversations that teammate has closed, which gives you a sense of the work they’ve handled 


Key use case
Curious as to how a team member has been faring with your new SLAs? Change the metric to “SLA breaches (when assigned)” and search for the team member you want to look into. There, you’ll be able to see exactly how many breaches they avoided or contributed to, and will be able to click into those conversations to know which client was impacted, what conversations were causing trouble, and more. 

Keep learning

One Pager - 2 Min ReadOur latest Slack app: manage your shared inbox in real time
Front connects to the tools your team relies on, so your shared inbox can be the place you get work done. But some messages and workflows just aren’t well-suited for your inbox — chats, notifications, and other tasks you want to manage in real time. That’s where Slack comes in. It’s our most popular integration, and today our Slack app will help you get even more done in Front, faster. Front teams can already send messages (emails, tweets, texts, and more) to Slack. Now, you can use Message Menus to take action directly from Slack. Archive, re-open, assign, and move Front messages between inboxes — all from Slack. Instant sync of activities from Slack to Front make it even easier for your team to reach inbox zero, no matter where you’re getting work done. Teams across the company — support, sales, operations, and more — rely on Front to manage their external communication. Here’s how our latest Slack app helps them stay on top of your inbox around the clock: Escalate urgent support tickets. Escalate urgent support tickets. Use time-based rules for SLAs to forward unanswered messages to a #support-urgent channel automatically. Re-assign messages to another teammate directly from Slack. Reach out to leads faster. Trigger rules that forward new leads to an #inbound channel. Move messages to the SMB, Mid-Market, or Enterprise inbox from Slack for a quick reply from the right rep in Front. Triage requests in real time. Define a rule that messages containing the word “refund” are sent to @Andersen, your account manager. He can move the message to the Accounts inbox right from Slack for a reply. To get started with Message Menus for Front, simply turn on Message Menus in your Slack integration settings in Front. No matter where your team gets work done, Front’s Slack app makes it easy to ensure every message ends up in the right place.
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One Pager - 3 Min ReadDistracted by chat? Bring internal discussions into your inbox instead
You’ve been crafting a client proposal for the last hour. You’re almost done. Then — ping! “hey, what did we decide about next quarter’s budget? 5% increase, or 10%? i know we talked about it last week, but i can’t find the final numbers…” Before you know it, you’re searching through meeting notes, emails, and chat history to try to find the final projections. Now where did that conversation happen again? Situations like this feel inevitable when communication is scattered across email, internal chats, project tasks, shared docs, and more. We want to be nimble and collaborative, so we jump from app to app to keep up, sacrificing focus and critical information along the way. Front’s internal discussions give you a new way to chat, distraction-free — without leaving your inbox. Just comment and @mention your teammates to work together quickly, like chat. Each conversation is organized into separate threads, just like emails in your inbox, so information doesn’t get buried when you step away from your desk. With internal discussions, you can access all your work conversations in your inbox, instead of switching between tools. Calm the chaos with internal discussions Have a question about the latest launch timing, or want to update a few teammates on a closed deal? Just set a topic, invite your teammates, and start chatting. Internal discussions work just like sidebar conversations you have in Front with comments, minus the email to kick things off ✉️ Internal discussions are just like chat — without the inefficiencies: All your information in one place: No switching between tools to start or reference a conversation — it’s all in your inbox and searchable, just like email. Stay organized with discussion topics: Set topics for every discussion to easily reference discussions and stay on top of important conversations. No more scrolling through channels for context: Realize you need someone else to weigh in? Just add them directly to the discussion. There’s no need to start a separate thread or send them hunting through a channel to find your message. With internal discussions, it’s easy to stay in the loop on your terms. Use your private tags like 🗃️ Team updates, 🚀 Launch planning, or 💸 Approvals to group your discussions into the folders that make sense to you — right alongside your emails. You can tag and snooze them just like any other conversation in Front to stay on top of what matters most. Internal vs. External? You don’t have to choose Discussions are just one more way to collaborate with your team in Front. Whether you need to weigh in on a customer message or check in with your team, it’s all happening in your inbox: 🗣️ Get quick feedback: Ask for input on your customer onboarding deck, share the schedule for an upcoming conference, or update the team on a big win ☑️ Manage projects with ease: Get status updates on a feature release to make sure everyone’s on track, finalize the messaging for this week’s release, or coordinate the details for your next offsite 🤳 Keep your team looped in: Share learnings from your latest client call, update your team on progress, or spread great news about your latest press Ready to try it? When you write a new message in Front, just click the arrow on your composer pen to kick off a discussion instead of an email. Hello, efficiency!
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