We recently started using Pull Conversations to help reduce cherry-picking and create a fairer workload across our support team. It’s still early days, but we’re already seeing some positive effects, our inbox feels more manageable, and the team is more focused.
That said, one big gap we’ve noticed is the lack of visibility into how teammates are actually using Pull. For example, we can’t tell who’s clicking “Pull Conversation” versus who might still be going into the inbox manually and picking off easier tickets. There’s no data point or reporting on how a conversation was assigned - whether it was through Pull, manual selection, or something like Round Robin.
Because of this, we had to take some pretty aggressive steps just to drive the behaviour change we wanted. We removed the general inbox from view and locked down the ability to change views altogether. It worked, but it felt heavy-handed. We’d much rather guide behaviour with data instead of restrictions.
What we really need is better tracking of teammate behaviour around conversation assignments. Just something simple like:
• “Was this conversation assigned via Pull?”
• Who’s using Pull regularly
• How are Auto Assignment features like Balanced or Round Robin actually being used
This kind of visibility would help us understand if these features are working as intended and where we might need to coach or adjust our processes. Without it, we’re kind of flying blind.
Would love to hear if others have found workarounds or if this is on Intercom’s radar already.