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Intercom Reporting Metrics - Looking for how metrics are calculated

  • 19 July 2024
  • 1 reply
  • 54 views

Hello, We would like to pull the following Intercom Reporting Metrics via the API. We are looking at the documentation here https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/conversation. 

That being said, we are having a hard time matching the following. Please let us know if there is documentation on how to pull the metrics listed below. 

Time to Close - Bot inbox time included

First response time, excluding bot inbox time and within office hours

Replies per conversation

CSAT score

Conversations open
New Tickets 

 

1 reply

E
Userlevel 3
Badge +4

Hi @Connor Atkison ! Ebenezer here from Engineering Support👋.

There isn't an API endpoint for the actual Reports, but there is a Statistics Object attribute associated with each conversation, which contains the stats for that particular convo. You can pull this information from all of your convos if you're looking to pull that data in via the API. You can find this in the /conversations endpoint.

But as you noticed some of the metrics are not available through the api.

Our engineers are always working on improving our REST Api so new fields are added frequently.

Ebenezer - Customer Support Engineer

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