Current Problem:
Currently, Intercom reporting only shows a general agent status (Available, Away or Away and their Away reason). When investigating logs, it is difficult to verify if an agent was actually online for a specific channel (such as Phone, Chat, Email, or SMS), because this is currently only visible on the real-time dashboard and missing from historical reports.
Proposed Solution:
Add metrics or attributes to reporting that display a channel availability breakdown:
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Track exactly which channels were active or inactive for an agent (Phone, Chat, Email, SMS, or All).
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Make it easier to audit logs, check attendance disputes, and troubleshoot routing issues using historical data.
Hoping the Intercom product team considers this to improve troubleshooting and workforce monitoring! Let me know your thoughts down below! 👇