Just released Conversation Metrics — an app that shows per-conversation metrics directly in the Intercom sidebar:
- First agent response time
- Median agent response time
- Time to assignment
- Customer avg response time
- Longest wait (with snippet showing where the delay happened)
- Snooze analytics (who snoozed, how many times, total duration)
- Time to close
- Message count
- Reopens
It's free: https://www.intercom.com/app-store/?app_package_code=conversation-metrics-vvnb
Here's what it looks like:
Happy to hear feedback or feature requests.