Hey there @Hayley Nguyen, Emily here from Support Engineering in Intercom 👋🏼
To monitor when your team members join the inbox and reply to conversations, you can use the real-time dashboard in Intercom. This dashboard allows you to see the number of active teammates per inbox, which can help you understand if chats are being handled. You can view the current status, away reason, and time on status of all teammates who match the applied filter in the teammates tab. Additionally, you can mouse over the numbers in the summary to see a breakdown of the away reasons.
Furthermore, the real-time dashboard provides a comprehensive view of your team's workload and capacity. It includes metrics like active teammates, unassigned conversations, conversations waiting for a first reply, and total open, idle, and snoozed conversations. For individual teammate availability, capacity, and performance, navigate to the "Teammates" tab. Here, you'll find each teammate’s status, away reason, time on status, and last seen, along with metrics like their workload, number of conversations participated in or closed, response time, and CSAT.
Hopefully this helps getting an insight to your teammate activity!
