Reporting

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

  • 130 Topics
  • 257 Replies

130 Topics

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david meakinNew Participant
asked in Reporting

Report on tickets in progress

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

2
D
1 month ago
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Team ArboxNew Participant
asked in Reporting

Daily email - Tickets summary

Could you provide me with a daily email summary of my support team tickets count and main topics? 

1
Larissa Alberti
1 month ago
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Steve ErvinNew Participant
asked in Reporting

Excluding internal users and test accounts

Hi all,What strategies are people using to remove internal users and test accounts from items like performance reports, success metrics etc?Thanks,Steve

2
Milan
Top Expert
1 month ago
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Nicole YNew Participant
asked in Reporting

Does anyone here understand the Conversational Support Funnel Report?

I love the visual it gives, but need to understand what goes into each section.  For example, is someone who views help articles included in the Seeking Support section and then the Tried to resolve with self serve content.  Tool Tips, are these classed as Proactive Support?  I have read the article, but am still unsure. https://www.intercom.com/help/en/articles/5652381-the-support-report/p>

2
D
2 months ago
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Lyndsey DuncanNew Participant
asked in Reporting

Linked ticket reporting

Is there an easy way to get a custom report of conversations with linked tickets? The data export for conversations does not include any columns on tickets like ticket ID etc and the data export for tickets does not include a linked conversation ID column? Our conversations can be rated but our tickets are internal/not shared with the customer and I want to report on the ratings of conversations with linked tickets.

1
Racheal
2 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.

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C
3 months ago
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User1349New Participant
asked in Reporting

Ticket reporting average time

Hi there, I see in the tickets (not conversation) report that only median time is available for all ticket status. Is there a way to get the average time instead? 

1
Jennifer K
3 months ago
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DatomniNew Participant
asked in Reporting

How is Median First Response Time calculated?

Hi, we're trying to recreate the Intercom's Median First Response Time metric in our mission-critical company dashboard, and need an exact logic used for calculating this metric.  In particular: Do you exclude conversations without responses from the calculations (in 99% of cases, those are spam messages)If the first response is an auto-reply - does Intercom count the time before it, or do they only count the time before a real person’s response?Reports in Intercom have time frames. Does Intercom count conversations that started before the chosen period but got their response within a selected period? Is the median first response calculated only for the closed conversations?Why is there a discrepancy in the time reports? (See below) Advice on this would be highly appreciated.

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U
3 months ago
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RyoNew Participant
asked in Reporting

Bug report: Unable to input Japanese (Maybe even Chinese input.)

Japanese characters are fixed one by one when entering text on the keyboard.I don't think it is the browser's fault, as it occurs in various computer environments. 

1
Racheal
4 months ago
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guilhermebusanello.versatNew Participant
asked in Reporting

Report with subjects that appear most in chat with customers

Hello everyone!It is posible to create an report with subjects that appear most in chat with customers? I believe that in Reports - Conversation Topics I can create it, but there's no option yet to create this reports in Spanish or Portuguese.Hope you guys can help me!

3
R
4 months ago
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User1349New Participant
asked in Reporting

Hi, is it possible to set up an SLA rule for no new/ existing conversation?

We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you

4
O
4 months ago
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Kyra VargasNew Participant
asked in Reporting

How to filter web sessions to a timeframe?

How do you filter web sessions to sessions that occurred in a specific timeframe? Right now it seems that web sessions are all time, but we are interested in pulling a report of users’ number of sessions in the last 30 days. Thanks!

1
Milan
Top Expert
4 months ago
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LloydNew Participant
asked in Reporting

Report on response time for custom actions inside of outbound bots

we have a custom action that creates customer leads in Dynamics 365. I am trying to understand how long it takes from the moment a customer triggers the custom action to a successful response from the API endpoint we have created.  I also understand that there is some kind of hardcoded timeout for custom actions in Intercom - I need to know the following three things -  1) how do I access logs/reports in the intercom platform for specific custom actions? 2) how long is the hardcoded timeout limit for a custom action in Intercom? 3) where does intercom store metrics on timeout errors or other issues with custom actions? there is nothing in the help articles I can find about this.  I find that these questions to intercom take a few days to a week to get answers to, so asking here and via the intercom help chat in case anyone else has figured this out already.

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5 months ago
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Adam WInnovator
asked in Reporting

How are you measuring team responsiveness across regions?

So, I've been on a bit of a journey over the past couple of months, trying to understand why some weird and whacky results were coming out of our different teams, specifically around Response Times and First Response Times.  TL; DR: We need to find a way to parse out the times for each regional team that accounts for their responsiveness within their assigned, core hours. Any ideas?  ---------------------------------------------------------------For those interested, the background is below: Our default Office Hours were set up to cover these times (in AEST):Monday 08:30-23:59Tuesday-Friday 00:00-23:59Saturday 00:00-11:00  In addition, each regional team (APAC, AMER, EMEA) also had local hours that covered roughly 09:00-17:00 Mon-Fri. However, when we took a deep dive into the data, we were seeing big outliers where the FRT and RT would be way off. Luckily a few of these were unique enough that we could filter and see that essentially, unless the contact came in outside of the defa

4
Jana
5 months ago
S
Stephanie C.New Participant
asked in Reporting

Filters

What is the difference between using the teammate filter and the teammate currently assigned to, filter when creating a report?

1
Milan
Top Expert
6 months ago
R
RaweeNew Participant
posted in Reporting

How are you able to run a report of conversation volume x Source URL? We are trying to understand what channels / pages our conversations come in from the most but cant seem to run a report as Source URL is not available. Any ideas?

How are you able to run a report of conversation volume x Source URL? We are trying to understand what channels / pages our conversations come in from the most but cant seem to run a report as Source URL is not available. Any ideas?

0
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7 months ago
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MonishActive User
asked in Reporting

Cannot re-use a field in custom reports? no ability to use and and or operators in custom reports?

I'm not seeing an option to re-use a field in a custom report. i.e. if I use the 'conversation' tag field in a custom report, I cannot use that field again in the report. my use case is if I want to find ticket containing multiple tags, I cant do it. anyone else run into this? having the capability to use 'and' and 'or' operators is something basic that any reporting system should have, I think - unless I'm missing something totally!

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M
7 months ago
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User1425New Participant
posted in Reporting

How can we get a report to show resource volumes of staff as trying to measure productivity

How can we get a report to show resource volumes of staff as trying to measure productivity

2
U
7 months ago
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User1408New Participant
asked in Reporting

We have some troubles with quick links, they dont work

We have some troubles with quick links, they dont work

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Joseph S.
7 months ago
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Morgan WNew Participant
asked in Reporting

Is there a report I can run that shows me all conversations within a specific date range and the user who started the conversation? I want to report on the number of support conversations we've had over a 3-month period and the user involved.

Is there a report I can run that shows me all conversations within a specific date range and the user who started the conversation? I want to report on the number of support conversations we've had over a 3-month period and the user involved.

2
M
7 months ago
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User1963New Participant
asked in Reporting

The ⌘+K shortcut has a new functionality in the new intercom version. Is there a new shortcut for linking?

In the old intercom version we used to have the hotkey (⌘+k) to add links to custom text. In the new Intercom version this is used for general shortcuts. Is there a new hotkey for linking in the new Intercom? 

2
U
8 months ago
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User2099New Participant
asked in Reporting

churn by companies?

Can we create a report for companies that will churn? For example, if they have 10 active users and none of them are logging in, can I see that? Is it possible to create a report that shows companies that have users who have not viewed certain pages?

1
Daniel M15
8 months ago
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Dave CNew Participant
asked in Reporting

Having trouble reporting on tags

When I go in and try to pull reports by tags it is not returning any tickets even though these tickets have user tags added in when I close the ticket. Any idea what I am doing wrong here?Thank you,Dave

1
Racheal
9 months ago
J
JeroenNew Participant
asked in Reporting

How do I connect the Search Term in Google Ads to the users?

I would like to connect the Search Term in Google Ads to the users. I know we can use the UTM tagging. But we use auto-tagging. So can we use a combination of the GCLID and UTM, or is there another solution?    

1
Oseas
9 months ago
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Michael H18Active User
asked in Reporting

What do you consider a 'good' self-service resolution rate?

I realize this is highly contextual and depends on a host of factors, but I'm wondering if there are some rough benchmarks against which I might compare our Help Center's SSRR. Is there an industry standard, e.g., or a number that Intercom uses internally to give customers a target to aim for? At Lessonly by Seismic, we've achieved a SSRR of roughly 87% YTD, which seems very good to me! But again, I have no basis for comparison.

2
M
9 months ago
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