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Hey friends, can you please help me determine which timestamp to consider for different call directions, namely inbound and outbound, within the same conversation? I couldn't find which timestamp to use as call_initiated_at for each call direction.

I’ve attached a sample dataset where one tab contains ready-made metrics provided by Intercom, and the second tab includes conversation parts extracted from the conversation_part API object.

Also, which two timestamps should be used to calculate call_duration, call_queue_time, and call_answer_time?

Hey ​@Jaydeep khatri 👋 Jacques here from Intercom Support. I hope all is well today!

For determining the call_initiated_at timestamp:

  • Use "Call initiated at (America/Denver)" from the Intercom Pre Defined Metrics sheet for both inbound and outbound calls.
  • The "Call direction" column differentiates between inbound and outbound calls.

For call metric calculations:

  • Call Duration: Call duration (seconds)
  • Call Queue Time: Call queue time (seconds) (relevant for inbound calls)
  • Call Answer Time: Call answer time (seconds)

Hope this helps!

Hey ​@Jacques Reynolds  thanks for the reply.

I am extracting the conversation data through the API, but I do not get the Call initiated at (America/Denver) field. The tab you were referring to is the data I downloaded in CSV format from the Intercom reports, and I couldn’t set up a schedule to receive this CSV in S3 or any other way. Therefore, I need to find the Call initiated at and other relevant timestamps to calculate the metrics listed in the Intercom Pre-Defined Metrics using the data provided in the Intercom_API_data tab.

 

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