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Submitted

Ability to Exclude Conversation from Reporting

Related products:Reporting
  • December 9, 2024
  • 3 replies
  • 29 views
A

Hello,

Requesting the ability to easily exclude a conversation from data reporting in order to reflect a more accurate score/time on the dashboard.

There may be a reason why a particular conversation should not be reflecting in the number shown.

Currently in order to exclude and get new data, you have to pull the export, remove the item you don’t want and manually re-calculate the dashboard numbers for instance calculating a new first response time.

If there was a way to check a box or similar to exclude from reporting that would be so helpful!

Thank you for your consideration.

    3 replies

    Jennifer K
    Intercom Team
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    • Jennifer KIntercom Team
    • Intercom Team
    • January 6, 2025

    Hi ​@Angie Walls 

    Jennifer here from Intercom

    Can you elaborate on why your team would find this useful for our Product Team?

    Jennifer | Technical Support Specialist
    A
    • Angie Walls
    • Author
    • New Participant
    • January 7, 2025

    Hi Jennifer,

    The data on the dashboards, in theory, is incorrect in some situations due to certain conversations need to be excluded. For example, a case shows that it is missing SLA however there were holiday hours to account for. For example, we received a negative CSAT, however it should not have applied or it was meant for another team, ect. As I review data for my team, situations arise like this and it would be great if we could easily select data to be excluded and then the calculations on the dashboard/report would reflect this. Currently I have to manually recalculate everything if this happens.

    Lee
    • Lee
    • New Participant
    • January 9, 2025

    Hey Angie!

     

    We use conversation tags to exclude specific conversations from reporting - once you’ve tagged a conversation, you can then add the conversation tag filter to your report with “is not”. 

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