Hey All! I have extracted the conversation data using Intercom REST API (link) to our data warehouse. The use case is that I want to build a First response time (Bot inbox time excluded) metric from the Intercom reporting in our tableau report. However, we are not sure which fields to use for the calculation. I do have a field named time_to_admin_reply but it includes bot inbox time. Additionally, I am not extracting conversation parts as it is very time-consuming. It would be great if anyone could help me with this. Also, let me know if more information is needed. Thanks in Advance.

Hi @bshir😄 I’ll leave the side of exporting things open to someone who may have implemented something similar, but in terms of excluding bot response times from FRT reports, you can achieve this with the following steps:If you want to exclude bot responses from that Metric, you'll want to enable the Bot Inbox first. To enable the bot inbox, go toAutomation > Settingsand openTurn on the bot inboxto toggle this on:With the dedicated bot inbox enabled, theTime to closeandFirst response timemetrics in your Inbox reports will have a new filter you can apply to include or exclude the time bots spend handling a conversation.With the bot inbox enabled, you’ll see a new filter on the following Inbox reports:OverviewInbox summary > ConversationsPerformance > ResponsivenessPerformance > Team performanceLeadsAnd in Custom reports you create underMetricNote:It’s only possible to exclude bot inbox time from your reports for the period since you enabled the bot inbox.You can find more information on that in the article below!Turn on the bot inbox

Hi @bernice- we are also interested in the follow up posed by @bshir- we’d like to calculate this metric outside of Intercom using the API if you could please advise. Thank you.

How to calculate First response time (Bot inbox time excluded) out of Intercom?

How to calculate First response time (Bot inbox time excluded) out of Intercom? | Community

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