Hey Tereza, nice to know I am not the only one with this issue from my care team 
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I’ll leave my comment here to see if this issue will further looked into by Intercom.
Hi Tereza and Ryan, It’s Mat from the Support Engineering Team 
To track the actual time a teammate spends actively engaged with a case, you can use the "Teammate time active" metric in the Team Performance Metrics within Custom Reports in Intercom. This metric reflects the amount of time a teammate has been active. To access this information, you should:
1. Go to the Intercom dashboard.
2. Navigate to the Reports section.
3. Select Custom Reports.
4. Create a new report or edit an existing one.
5. Add the "Teammate time active" metric to your report.
6. Apply any necessary filters, such as date range or specific teammates.
7. Run the report to view the active time for the selected teammates.
Please note that this metric only accounts for the time spent in an active status and does not include time spent in Away or Away & Reassigning statuses.
Hello Mat,
Thank you for your response, but unfortunately, it doesn't align with the topic I discribed in my previous message.
In your suggestion, this metric measures the total time until the customer receives a reply, excluding periods when a teammate is inactive.
However, consider this scenario: if a customer contacts us at 09:00 am and a teammate responds at 11:00 am (while being active this time), it doesn't necessarily mean that the actual handling time was 2 hours, as the teammate might not have been actively working on the case.
As far as I understand, there isn't a method to accurately track the time a teammate spends actively engaged with a case.
However, is there a timer integration available that we could implement to accurately calculate this?
For instance, in our previous CRM system, we utilized "TicketTimer."
Hey there @Tereza Zaloni !
If a conversation is open in a teammate’s inbox, there isn’t a way for Intercom to know if a teammate is actively investigating it or not. The only way to track that would be to have your team snooze a conversation when they aren’t actively working on it. They could then un-snooze it when they are ready to direct their attention towards it. That should achieve the metric that you’re looking for.
