We’d like to request that the “Company” filter be made available for call-related reporting metrics within Intercom. Currently, metrics such as Call in Queue Time, Call Talk Time, and SLA hit rate do not allow filtering by Company, even though this filter is available for other non-call-related data. This creates a significant limitation for our reporting needs.
Why this matters:
We provide support to multiple clients, each of whom expects visibility into their specific interactions with our team. In particular, they want to know:
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How long their users waited in queue
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How long their users were on calls with agents
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How many calls were answered within the SLA rates agreed upon in their contracts
At this time, we can only report on these metrics in aggregate across all companies, which is insufficient for client-facing reporting or performance analysis.
Request:
Please extend the “Company” filter to work with call-related metrics in the reporting feature. This would allow us to segment call performance data by client and meet critical reporting expectations.
This enhancement would greatly improve the usability of Intercom’s reporting tools for any team managing support across multiple clients or business entities.