Request:
Create a new metric with adjusted conversation handle time based on the interval in which the work is actually performed, rather than the interval in which the conversation was originally created.
Business Impact:
Today, handle time is tied to conversation start time, which can cause workload to appear in intervals when no agents are actively working. This makes interval-level reporting less reflective of actual agent effort and can create challenges for workforce management, forecasting, capacity planning, and intraday decision making.
Value:
Attributing handle time to the interval where the work occurs would provide a more accurate view of operational workload, improve reporting accuracy, and enable organizations to make better staffing and forecasting decisions based on when work is truly being completed.
This enhancement would significantly strengthen Intercom's reporting capabilities for teams that rely on detailed operational and workforce planning metrics.