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Reporting

Measure the performance of your teams, messages, articles and automations

  • 164 Topics
  • 322 Replies
164 Topics
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John Raynold BalacanaoNew Participant
asked in Reporting
Calculation Formula

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

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J
3 days ago
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Ethan KNew Participant
asked in Reporting
How can I search for an exact phrase in Conversation Topics?

In Conversation Topics, how should I expect the "Keywords and phrases to track" feature to work? Phrases, in particular, don't appear to work as described. I've found that if a phrase is added to this field, it will reliably include results that only feature one word within a phrase, rather than the whole phrase. In my attached screenshot you can see two phrases in the field "Home page" and "to do list". The volume of conversation results increased by an order of magnitude when I added "to do list" because it seems to include any conversation with the word "list."  According to the Help Center article, I'm under the impression it should only include conversations in which the words "to", "do", and "list" are all within three words of one another. Am I misapprehending how the Keywords and phrases feature works, or is this not working as expected?

2206
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23 days ago
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IreneNew Participant
asked in Reporting
Exporting conversation messages?

Hi! We need to export, or be able to report on, conversation messages (the actual message text). We’ve read the documentation regarding API or Amazon S3 but we’re wondering – is there any 3rd party app that you’d recommend using? Maybe someone that is already using a 3rd party app for it can give us some advice. Thanks in advance!

121
Jacques Reynolds
28 days ago
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Roseann DunneNew Participant
asked in Reporting
Checking/reporting numbers of non-closed tickets

I can’t seem to figure this out. I can create view to see tickets or conversations that are not currently snoozed or closed.However, we are trying to create baseline reporting and would like to report on the number of non-closed tickets or conversations ie the snoozing doesn’t matter for this particular report. The views don’t give me that and I can’t work out the appropriate metric on the reports. Any ideas?

122
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28 days ago
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Siobhan H.New Participant
asked in Reporting
Tag reporting is limited in Intercom - looking for external apps to use

What tools or apps are you using to analyze Intercom ticket data?I'm used to ZenDesk reporting and am finding reporting in Intercom really lacking or else I just don't know how to use it.For example, I'd love to get a report on tags. In Zendesk, I could select multiple tags and then select a date range and various ways of displaying data - bar, line, etc.I was also able to set up tags with a prefix like Login: and then have sub tags like Login: email typo, Login: password reset loop, etc. I could make a report that could show all Login issues by only selecting the top tag so I could compare against other top-level issue like Refunds, Acct Management, etc.Or I could make a report where I could select all the Login tags and see a report about the frequency of each one, all one report.In Intercom, the tag reporting doesn't allow this. You can only view a report on one tag at a time. If you choose multiple tags, the only option is AND, not OR.Thanks for any help!

323
mateusz.leszkiewicz
29 days ago
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Sam MeyersNew Participant
asked in Reporting
How to see Google Campaigns that are auto tagged in utm_campaign/source/medium

Hey there,It appears that for, Google Ads only where we have auto-tagging, our utm_source/campaing & medium are not being filled resulting in null values being very high for conversion source. My theory is that this is because it is hashed into the GCLID.How can we ensure that the correct source and campaigns are being sent to Intercom? Thanks!Sam

212
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1 month ago
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Ameziane NAITNew Participant
asked in Reporting
How to get statistics of the number of tickets created by a specific agent ?

Hello 👋  I’d like to get some info about how can I create a report where I can see how many tickets are created by specific agents. Thank you in advance for your help. 

662
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1 month ago
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IntercomWriterNew Participant
asked in Reporting
How to "reset" an article's reaction?

Is there a way to “reset” an article’s reaction? For example, if an article received 75% ☹️ (frown face), we’d like to be able to reset it back to zero once an article is updated. That also includes the ability for someone who downvoted it previously to have an opportunity to re-rate the article. 

263
mateusz.leszkiewicz
1 month ago
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Heather McCormickNew Participant
asked in Reporting
Beta Report Updates

I noticed there were updates to reports as of last night/this morning. Was this announced somewhere and is there documentation about the updates? 

211
Nathan Sudds
Top Expert
1 month ago
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Elory CuevasNew Participant
posted in Reporting
Handling Time Resport

My team and I would like to know what would be considered a world-class handling time, so we can set it as a goal. This way, we can measure our efforts against the highest standard.

473
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2 months ago
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yaelNew Participant
asked in Reporting
report

hi, guys, I'm new in the intercom and I want to start to measure my service team what is the most important thing I need to pay attention to? how can I check their work? I have the Bata account do you think i need to upgrade the account 

481
bernice
2 months ago
M
medNew Participant
asked in Reporting
urgent

i want to report a bug to u directly cause bugcrowd support didnt accpet it my email is mbougherara97@gmail.com

302
M
3 months ago
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User1594Connector
asked in Reporting
Request for Intercom Excel Report with User roles

We need to automatically generate reports with comments for agents or admins, but the Intercom Excel report files do not contain the roles.Could you send us Excel files with the role information for each user?

421
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3 months ago
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User1594Connector
asked in Reporting
The Intercom Excel report for Desktop has comments with users that don’t match the users and domains in Intercom, but the IDs do.

In this example (Excel report), the comment 'Simplicity' comes from a user Fábio with ID '4740'. However, in Intercom, we have a different username and domain with the same ID. Yesterday, during the review of the May comments, we noticed 4 cases with this issue. Can you fix the problem or provide me with a correct Excel report?

271
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4 months ago
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David | io.netNew Participant
asked in Reporting
How do I make a single report with multiple data-sets?

Because Conversations and Tickets seem to have different data sets. I want to create a very simple report that says:> Show me where Agent A, has uniquely closed X number of Tickets & Conversations.I want this on a dashboard. How do I accomplish this? Because when I try to make it, I can very obviously see there is a large(not a trivial one) divide between the counts of “Resolved Tickets”, “Closed Conversations”, and “First Closed Conversations”. I just want it under a single umbrella without having to make 3 unique reports. Is this possible? 

362
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4 months ago
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PremDuttaNew Participant
asked in Reporting
Creating a Chart of Number of Users vs. Number of Tickets in Intercom

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

281
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4 months ago
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PremDuttaNew Participant
asked in Reporting
Title: Creating a Chart of Number of Users vs. Number of Tickets in Intercom

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

151
bernice
4 months ago
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Jessie7213New Participant
asked in Reporting
Reporting on 'Teammate Time Away (Business hours)

Hey!I am seeking to report on ‘Teammate Away Mode’. Currently Intercom Reporting allows this, however it is against a Calendar period rather than my set Business Hours period.(See image below). I need to calculate how much time and agent spends away within our set business hours.Thanks!

272
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4 months ago
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User1594Connector
asked in Reporting
The exel report for my android intercom flow doesn't show some information about the user

The Exel report for my intercom flow on android doesn't show some information about the user, such as the user's name and email address, this is happening every month.Could you please provide me with this information? 

485
aykut.aydin
4 months ago
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Heather PNew Participant
asked in Reporting
Difference between "Team replied to" and "team currently assigned"?

I can’t find this in Intercom’s help center so figured I’d post here before reaching out to support. Does anyone know what the difference between “Team replied to” and “team currently assigned” is in the Conversation report? Screenshot below. 

811
bernice
5 months ago
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Tereza ZaloniNew Participant
asked in Reporting
Calculate active AHT

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

2284
Jacob Cox
5 months ago
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Blake WeissmanNew Participant
asked in Reporting
When I try to link another article, it reports "not found"

Hi Intercom team, When I try to link another article, instead of attaching the article (which is in draft mode), Intercom responds back with “not found”.How can I fix this or is it a bug within the system? Thanks,Blake 

301
aykut.aydin
8 months ago
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User1594Connector
asked in Reporting
Reporting with wrong data

When I extracted the data for my January NPS response, none of the files contained the correct data. The file I usually use is "answer_combined" and it only has 1 answer, yet the intercom dashboard shows me 3 comments for the 1-31st January range..Can you fix the problem or provide me with a correct CSV file?You can see the images below that prove what I'm saying. 

801
Jacob Cox
8 months ago
Jana
JanaActive User
asked in Reporting
Build a custom report based on my custom data attribute

I’ve been building my own CSAT bot, as suggested in the Help Center. There it saysTo report on your own configured CSAT workflow, make sure to apply a custom data attribute to your quick-reply buttons.This will allow you to use Custom Reports to report on your own configured CSAT, segmenting conversations by ratings and exporting the raw data to calculate your CSAT scores.I am saving the responses to a custom data attribute, but cannot figure out how to set up a custom report that can analyse this data. In the report set-up, there doesn’t seem to be an option for this. Has anyone managed to do that/can tell me how it works? I couldn’t find the answer on the Help Center.

3632
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8 months ago
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ChelseaRentPrepNew Participant
asked in Reporting
Schedule Report Feature

Are there plans to eventually include the “schedule a report” function on all reports?

541
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8 months ago
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