Can't find "Adjusted conversation handling" metric in reports | Community
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Can't find "Adjusted conversation handling" metric in reports

  • February 15, 2026
  • 1 reply
  • 8 views
B

Hello,

 
I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta. 

 

When searching for a metric, this option is not available. I can only find the regular “conversation handling time”. 

Am I missing something? 

 

 

    1 reply

    D
    Intercom Team
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    • Dara KIntercom Team
    • Intercom Team
    • February 20, 2026

    Hey ​@Ben Nissley 

    It’s not missing, it’s behind a feature flag. “Adjusted conversation handling time” only appears in Custom Reports after the adjusted AHT reporting is enabled for your workspace. Once enabled, you’ll find:

    • Conversations dataset: Adjusted conversation handling time
    • Teammate Handling dataset: Adjusted teammate handling time

    If you can send me the App ID for your workspace I can enable the feature flag for you.

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