Guides

Frontline Reports — Complete User Guide

1. Reports Main Page

Path: Frontline → Reports

What it does

The Reports section shows analytics and statistics about your Frontline activities. It helps you track conversations, tickets, Facebook activity, and call center performance.

Report tabs

At the top, you can switch between different report categories:

• Frontline Overview
• Ticket
• Facebook
• Call center

2. Frontline Overview Tab

This tab shows overall conversation statistics.

Top summary cards

• Open Conversations — Number of currently open conversations.
• Closed Conversations — Number of closed conversations.
• Top Performing Source — The channel with the most conversations.
• Top Converting Source — The channel with the best conversion rate.

Conversation Open

This chart shows the total number of conversations opened over the last 30 days.

Conversation Resolved

This chart shows the total number of conversations resolved over the last 30 days.

Conversation Source

This chart shows where conversations are coming from, such as Messenger, Facebook, Email, etc.

Conversation Tag

This chart shows which tags are used most often on conversations.

Conversation Responses

This chart shows response activity over time.

Conversation List

This chart shows a list of all conversations.

Each chart has a Filter button, a chart/table view toggle, a download button, and a fullscreen option.

3. Ticket Tab

Click the Ticket tab to see ticket-related reports.

Top summary cards

• Total Tickets — Total number of tickets.
• Minor — Tickets with low priority.
• Medium — Tickets with medium priority.
• High — Tickets with high priority.
• Critical — Tickets with critical priority.

• 

Ticket Status Summary

This table shows how many tickets exist in each status. Example: New status has 1 ticket, which is 100% of total.

Ticket Date

This table shows tickets grouped by date. Example: On 2026-09-23, there is 1 ticket.

Ticket Source

This chart shows where tickets are created from.

Ticket Tags

This chart shows which tags are used on tickets.

Ticket Custom Properties

This chart shows data from custom ticket fields.

Ticket List

This table shows all tickets with details:

• Name
• Created date
• Status
• State
• Assigned person
• Due date

4. Facebook Tab

Click the Facebook tab to see Facebook-related reports.

Top summary cards

• Messenger Conversations — Total Facebook Messenger conversations.
• Messenger Messages — Total messages, split between incoming and agent replies.
• Bot Messages — Messages handled by bots.
• Posts — Facebook posts tracked in erxes.
• Comments — Comments and replies received.

Facebook Activity

This chart shows daily Facebook conversations, messages, and comments.

Facebook Bots

This chart shows Messenger conversations handled by each bot.

Facebook Posts

This chart shows posts published in the selected period and their engagement.

5. Call Center Tab

Click the Call center tab to see phone call reports.

What it shows

This tab is used when call integration is set up. You can filter by:

• Integrations
• Queue
• Direction
• Date — Example: Last 3 months

If no call integration is connected, you see:

• "No call integration found for this user."