Can you trust the numbers in Front?
Front is a shared workspace where a business's support, sales and operations teams and AI agents handle customer requests together. Its own help pages give 4 reasons its numbers can look different from what you expect. The first to rule out: The last couple of hours of messages may be missing from a Front report, since its help pages say reports show activity older than 2 hours.
What does Front keep track of?
Front keeps a record of each inbox's workload over time, along with how fast the team replied and resolved conversations.
In Front's own words:
You can track workload by inboxes over time, along with resolution and reply times.
Workload report, read 2026-11-12.Front keeps customer satisfaction scores in one report, both from surveys and from its own scoring.
In Front's own words:
You can view both customer CSAT survey scores and Smart CSAT scores in the same report.
Customer satisfaction report, read 2026-11-12.
What can make Front's numbers look wrong?
The last couple of hours of messages may be missing from a Front report, since its help pages say reports show activity older than 2 hours.
In Front's own words:
Analytics reports display all activities older than 2 hours.
Analytics FAQs & topics, read 2026-11-12.Reply counts and reply times in Front can look worse than reality when someone answers outside Front, as its help pages say replies sent from Gmail are not counted.
In Front's own words:
e.g. If you reply to an email in Gmail, this reply is not included in the reply metrics in analytics.
Analytics FAQs & topics, read 2026-11-12.A file of sent messages from Front can hold more rows than the sent total on screen, because, as its help pages explain, such files also include incoming messages.
In Front's own words:
As a result, message exports of metrics such as messages sent also include inbound messages.
Export analytics, read 2026-11-12.Some of Front's satisfaction scores are inferred by AI rather than given by customers, as its help pages say, so it helps to know which kind a number is.
In Front's own words:
You view your data by overall satisfaction, submitted by customer (customer CSAT), or inferred by AI (Smart CSAT).
Customer satisfaction report, read 2026-11-12.
How do I check Front's numbers myself?
An owner can open any Front number and see the exact conversations behind it.
In Front's own words:
Click on each metric to see the metric details and list of conversations counted in the metric.
Workload report, read 2026-11-12.An owner can save the figures behind a Front chart as a file and add them up separately.
In Front's own words:
Click the export icon at the top of a chart or table to download its data.
Export analytics, read 2026-11-12.
How does Front work with Feder?
Connect Front to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Front.
When you connect Front, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Other apps that feed Experience
Questions owners ask about Front
- Why did my CSAT score drop in Front?Only 4 and 5 star ratings count as satisfied, so a run of middling 3 star ratings can lower the score.
- Why did my reply time change in Front?Tagging conversations after the fact can change what a report counts, as Front explains, so past numbers can move.
- Why do my Front numbers for a teammate look wrong?Any teammate who replies is counted for that reply, so numbers can land on someone who was not the assignee.
Where do these answers come from?
Everything this page says about Front comes from Front's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.
Know the day a number breaks, not the month after.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.