Calculate active AHT

Question

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.

mateusz.leszkiewicz · Accepted Answer

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.

Jacob Cox · Answer

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 conversationwhen 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.

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