We would like to request the addition of several important metrics to the Intercom reporting feature that are currently unavailable but critical for coaching, performance monitoring, and operational transparency.
Requested Metrics:
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Average Wrap-Up Time
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Definition: The average amount of time an agent spends in the “Call Wrap-Up” status after each call.
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Calculation: Total time in “Call Wrap-Up” status ÷ Total number of calls.
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Use Case: This helps managers identify trends in agent post-call behavior and coach toward more efficient after-call work practices.
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Total Missed Inbound Calls
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Definition: The number of inbound calls that were assigned to the agent but were not answered and needed to be reassigned to another agent.
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Use Case: This is vital for understanding availability and coverage issues, especially during peak hours or for specific teams.
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Tickets Not Closed on First Contact (FCR Details)
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Enhancement Request: The existing First Contact Resolution (FCR) metric currently shows a summary of which were closed successfully on the first contact (e.g., “13 out of 14 tickets closed on first contact”) but does not allow us to identify which specific tickets were not resolved on first contact.
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Request: Please allow drill-down or flagging of tickets that were not closed on first contact so we can review them individually.
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Use Case: These specific tickets are essential for targeted coaching and quality assurance, helping us understand what went wrong and improve future resolutions.
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Why These Matter:
All three of these metrics are crucial for team performance management and quality control. Without them, we’re missing critical insights into agent efficiency, customer experience gaps, and improvement opportunities. These are common metrics across most support platforms, and their absence in Intercom limits our ability to coach effectively and maintain high service standards.