Add Per-Reply Handling Time as a Standard Metric

It would be very valuable if Intercom included per-reply handling time as a standard metric. At present, “Teammate Handling Time” only reflects the total duration a conversation remains open and assigned, which often looks more like resolution time than actual responsiveness. In other helpdesk platforms, every inbound customer message is measured individually, from the moment a customer replies until the teammate responds. This per-reply handling time is a standard metric across the industry, and its absence in Intercom makes it difficult to get an accurate and fair view of teammate performance across the full conversation lifecycle. Adding this would align Intercom’s reporting with established best practices and give teams far more actionable insights.