We’re hoping to gain insight into how other customers are forecasting handle time, particularly when using Intercom data. We've noticed discrepancies in the handle time metrics reported by Intercom that don’t align with the structure of our operations.
Typically, I export the raw data and filter out outliers manually. However, we continue to see a significant number of conversations with unusually long handle times that lack a clear explanation. This inconsistency makes it difficult to trust the accuracy of the reports.
We’re looking for a better approach—either a clearer understanding of how Intercom calculates handle time behind the scenes, or alternative methods for forecasting handle time more reliably using Intercom data.
Thank you in advance for any guidance or shared experiences!