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How to Retrieve Data for CX Team Occupancy Rate?

  • 20 January 2025
  • 1 reply
  • 7 views

Hi everyone! 👋

I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.

This would help us calculate our team’s occupancy rate, showing key insights such as:
✅ The number of agents active per hour
✅ How many conversations each agent was handling
✅ How many customers were waiting in the queue

With this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.

Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!

Thanks in advance! 😊

Best answer by Jacques Reynolds

Hey ​@Joana Guerra 👋 Jacques here from Intercom Support. I hope you are well today! :)

To track your team's productivity effectively, you can utilize the Teammate Performance Report in Intercom. This report provides detailed metrics that can help you assess each agent's activity per hour, which is crucial for calculating your team's occupancy rate.

Key metrics available include:

  • Conversations assigned, replied to, and closed per active hour.
  • Teammate productivity and CSAT score.
  • Teammate conversation ratings.

These metrics would allow you to gauge both the output and quality of service provided by your team.

For a more granular view, you can create a custom report to track hourly load using metrics like "Conversations replied to" and filter by specific time frames. This can help you determine the number of agents active per hour and how many conversations each agent is handling.

Hope this helps!

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Jacques Reynolds
Intercom Team
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Hey ​@Joana Guerra 👋 Jacques here from Intercom Support. I hope you are well today! :)

To track your team's productivity effectively, you can utilize the Teammate Performance Report in Intercom. This report provides detailed metrics that can help you assess each agent's activity per hour, which is crucial for calculating your team's occupancy rate.

Key metrics available include:

  • Conversations assigned, replied to, and closed per active hour.
  • Teammate productivity and CSAT score.
  • Teammate conversation ratings.

These metrics would allow you to gauge both the output and quality of service provided by your team.

For a more granular view, you can create a custom report to track hourly load using metrics like "Conversations replied to" and filter by specific time frames. This can help you determine the number of agents active per hour and how many conversations each agent is handling.

Hope this helps!


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