Ability to create personalised reporting metrics + calculated metrics

The reporting feature in Intercom is still quite limited and does not allow you to achieve certain data views that would be very valuable. 

I compare this to my experience with Looker, where I was able to create calculated fields with personalised functions to then calculate percentages, ratios, etc.

An example function would be a simple calculation where you could set the numerator & denominator to metrics of your choice. So you could easily calculate percentages. F.e.

Function for percentage calculation = (Numerator / denominator) * 100 

Numerator = Count of new conversations where fin was involved
Denominator = Count of new conversations

Result = percentage of conversations where Fin was involved

Now this is a very simple example, but the possibilities would be endless, and clients would not be limited to preset data fields provided by Intercom. Ideas I already had was to be able to calculate the split of escalations, Percentage value change, etc.

❗️One additional big ask would be to offer a simple selection in the chart options to (on top of the data labels), be able to apply a trend line feature. Currently, this all has to happen externally from Intercom via CSV export.

❗️❗️ Final ask, the ability to live sync selected chart data into sheets. Currently, if you want to export your data into sheets, you can capture a snapshot in time. But ideally, we could simply live sync to sheets and then work on reporting out of the spreadsheet, where they offer far more malleable data processing functions.