Why Speed Alone Isn’t Enough?
Measure the performance of your teams, messages, articles and automations
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Hi everyone! 👋I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.This would help us calculate our team’s occupancy rate, showing key insights such as:✅ The number of agents active per hour✅ How many conversations each agent was handling✅ How many customers were waiting in the queueWith this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!Thanks in advance! 😊
My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake. We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply? We want to match the metrics provided via the in-app reporting tool.
Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom.The Ask:Would it be possible to create a data ex
Does anyone have a solid work around to export reports, including all the charts, as they appear in Intercom? I'd like to share these with internal stakeholders who don't have access to Intercom.Currently, only function is to download the underline data or screenshot the report 😅 - where is I really just want to send the report to stakeholders.
Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.
Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?
Hi, there’s an error when exporting tags in the new interface. When will it be fixed?https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56
Hello!This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.But how do people tend to do this?Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?I’m uncertain atm the best approach within intercom.
We've been analyzing our NPS reports where we ask our users a question from 0 to 10 about how much they would recommend our app to a colleague. Problem 1The intercom form only has a numerical answer, but when we export the exel data it comes up with the numerical value + this text ‘Not likely or Very likely’.-Could you solve this problem? (We're not supposed to have any additional information in the answer)Problem 2We also have a result of ‘0, 0, 0 ’ in exel which is also not visible in the intercom interface, only in exel reports.-In this case, does this answer count towards the NPS value or not?-Does this data affect the NPS count in the intercom interface?
Hello!It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.Thank you so much for any assistance you might have and guidance.
Hello Team,Have you had reported issues where the Responsiveness report has incomplete data points?I posted this also in chat and still waiting feedback.We want to verify if this is an instance\setting issue we can tweak or is general for all Intercom users. I would like to ask if this
In certain situations, we may need to focus specifically on the data from a single column in a chart. Rather than adjusting all the chart filters to isolate that column, it is more efficient to perform a drill-down on just that column.
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.
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?
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!
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?
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!
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
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.
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.
I noticed there were updates to reports as of last night/this morning. Was this announced somewhere and is there documentation about the updates?
