Reporting for One-Touch Conversations

Hi @Ethan 👋 To create a report that identifies conversations where an agent sent only one response and the conversation was closed satisfactorily, you can use the Effectiveness report in Intercom. This report includes a metric called "Closed conversations on first contact rate," which shows the percentage of conversations resolved on first contact. To qualify as closed on first contact, a conversation must meet all of the following conditions: it is currently closed, has only been closed once, was closed by a teammate (not a bot), contains at least one visible teammate reply, and was only replied to by a single teammate. You can find the Effectiveness report under Reports > Human support > Effectiveness in your Intercom dashboard 🚀

Ah, thank you Bernice! 

Hey there! I wanted to follow up on this request @bernice. It seems like the ‘closed conversation on first contact rate’ only includes conversations where 1 agent participates, regardless of the number of responses that single teammate has on the conversation.

I am looking for conversations where only 1 reply was sent, and then the conversation is closed. I know this report will capture those, but I’d then like to remove the conversations where only 1 agent participated, but only 1 response was given. Thank you! 

Hi @Ethan! This report does not specifically filter out conversations where only one agent participated but only one response was given. You will need to manually review the conversations to exclude those cases.

We take input from our customers with great consideration when creating new features and refining our current solutions, so I'll happily share this with our Product Team!

Archiving as this request has not had any upvotes since it’s creation more than 12 months ago.