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Reporting

Measure the performance of your teams, messages, articles and automations

  • 192 Topics
  • 376 Replies
192 Topics
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Justin2727New Participant
asked in Reporting
Chart Drill in Conversations not loading

Over the past few months I have been using a custom report to review conversations containing certain keywords using the chart drill-in feature. Usually the full conversation is shown within the reporting tab as that is easier to click through the conversations quickly. However, the past week or so I have had issues with the conversations not being shown and need to use the ‘View in inbox’ button in order to review the conversation. It is usually less than 1,000/month that get pulled into the report. When I try to refresh the report it populates the first few conversations but then goes back to just showing a blank page (shown below). Is there any way to resolve this so that all conversations are able to be viewed using the drill in feature?

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Shaq Payne
Intercom Team
John Pjontek
John PjontekNew Participant
asked in Reporting
Usefulness of conversation topics report

Is anyone finding the Conversation Topics report useful, or using it successfully for their reporting? I am finding that the report is lacking in some ways: There are many suggested topics which are not good, and they cannot be deleted The bubbles on the chart require that you have to mouse over some topics to see them, making it hard to screenshot for a report Any tips would be great!

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John Pjontek
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Eldhose LomyNew Participant
asked in Reporting
Conflict Between Crashlytics and Intercom Signal Handlers in iOS

Issue Description We're experiencing signal handler conflicts between Firebase Crashlytics and Intercom SDK in our app. During app initialization, we see multiple warnings in the console: [Crashlytics] The signal SIGABRT has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGBUS has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGFPE has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGILL has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSEGV has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSYS has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This

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Andrew Shapiro-ZyskNew Participant
asked in Reporting
Reply Conversation Parts

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake. We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply? We want to match the metrics provided via the in-app reporting tool.

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aaron_minnowNew Participant
asked in Reporting
Where to report accessibility issues?

We are using this browser extension to test for accessibility issues on our website. https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extension It reports several issues with intercom. Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful.

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mateusz.leszkiewicz
Intercom Team
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Beth LaverackNew Participant
asked in Reporting
Best practise for tracking tickets relating to a feature launch?

Hello! We’re about to launch a new feature at my company and I want to track how much support this generates. As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them. I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes? I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective. Does anyone have any recommendations? Thanks!

181
Jacques Reynolds
Intercom Team
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HolNew Participant
asked in Reporting
How to easily tag & remove conversations that were never progressed to be handled?

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this? Thanks in advance!

141
Jacques Reynolds
Intercom Team
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Ploy TeansuwanNew Participant
asked in Reporting
How-to extract data of Inbox: Dashboard Teammates?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60s The workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

161
Jacques Reynolds
Intercom Team
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laura_atvitallyNew Participant
asked in Reporting
Group Filters in Reporting

Please I am begging you to add group filters to reporting. Sometimes I want to look in one chart conversations where it’s assigned to a specific team and (fin AI agent is involved OR a team member replied). We have a lot of conversations that come into Intercom and I can’t broadly report on just all new conversations so I need a way to filter by conversations that Fin was involved (since this is only available to customers) and where a team member was involved. Right now I need to build two charts and than manually add these two together. Group filters are crucial!!!

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User2149Active User
asked in Reporting
Multiple conversation_updated_at for same tag_id and conversation_id in conversation_tag_history table

Hello, When I query the conversation_tag_history table, I noticed there can be multiple conversation_updated_at values for the same tag_id and conversation_id.Usually the MIN(conversation_updated_at) value is accurate, but I wonder how this can be the case?It happens frequently so I don’t think it’s because someone is removing a tag and adding it again, but I can be mistaken. Thanks in advance!

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Trung Le DangNew Participant
asked in Reporting
[Android] Past Messages shown with new Message Intercom Chat Notification

Hi Intercom Developers, I would like to report an issue of the Intercom notification on Android platform. The issue here is when the user receives the notification, it’s showing not only the new message but also the other past messages. Our app expect it to only show the new message. Could you guys please help take a look at this issue? Thank you so much. Here is our implementation, we’re using react native 0.76.5 and @intercom/intercom-react-native: ^8.1.0 Please let me know if I can help you guys provide any further information

833
mateusz.leszkiewicz
Intercom Team
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melissa.noviNew Participant
asked in Reporting
What's the best way to determine which customers write us the most frequently?

I can manually extract this data from an exported conversation volume report, but is there a way to do this directly within Reports in intercom? If not, consider this a feature request.

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Jaydeep khatriNew Participant
asked in Reporting
How to calculate call initiated at for different call direction for the same conversation?

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?

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Jaydeep khatriNew Participant
asked in Reporting
Activating S3 Scheduled Downloads & Call Metric Formulas

How do I activate scheduled downloads to S3 for the following phone call metrics? Or can someone provide the formula to calculate call duration, call queue time, call talk time, and call answer time using the Fields gather from the conversation part API?

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Krasto MilchevNew Participant
asked in Reporting
Has anyone figured out a way to report on SLA based on Companies?

Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes. I’m surprised a basic report is missing and was wondering if anyone has figured out a way to solve this.

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Paul Byrne
Intercom Team
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Rotem Ben ShitritConnector
asked in Reporting
How to find how many tickets and conversations WE sent out

Hi guys, One of the things we do is to measure the number of tickets/conversations we started. What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you! Ro

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Innovator ✨
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Pamela ViarengoNew Participant
asked in Reporting
Exported CSV File not received yet

Hi. It's been 24 hours since I requested a CSV file exported data and I have not received any email response yet. Can anyone help please?

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Joana GuerraNew Participant
asked in Reporting
How to Retrieve Data for CX Team Occupancy Rate?

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! 😊

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Jacques Reynolds
Intercom Team
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Charles FoxNew Participant
asked in Reporting
Customer Reporting on Series (Email, Banners, etc)

Problem Statement: We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information: The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom. The Ask: Would it be possible to create a dat

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BlairNew Participant
asked in Reporting
Is there a workaround to be able to export Reports?

Does anyone have a solid work around to export reports, including all the charts, as they appear in Intercom? I'd like to share these with internal stakeholders who don't have access to Intercom. Currently, only function is to download the underline data or screenshot the report 😅 - where is I really just want to send the report to stakeholders.

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Gaby CabreraNew Participant
asked in Reporting
SLA hit rate based on % of conversations where all SLAs were met

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report. Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%. From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

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mateusz.leszkiewicz
Intercom Team
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Nick PottleNew Participant
asked in Reporting
Data about users reaching out through intercom?

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

312
Nur Nahid
Super User ✨
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Anna S12Connector
asked in Reporting
The EXPORT FUNCTION in the NEW INTERFACE does not work correctly!!!

Hi, there’s an error when exporting tags in the new interface. When will it be fixed? https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56

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Beth LaverackNew Participant
asked in Reporting
How do people proactively analyse conversations and identify trends?

Hello! This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot. However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc. But how do people tend to do this? Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations? I’m uncertain atm the best approach within intercom.

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Miles
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User1594Connector
asked in Reporting
Reports with incorrect data

We've been analyzing our NPS reports where we ask our users a question from 0 to 10 about how much they would recommend our app to a colleague. Problem 1 The intercom form only has a numerical answer, but when we export the exel data it comes up with the numerical value + this text ‘Not likely or Very likely’. -Could you solve this problem? (We're not supposed to have any additional information in the answer) Problem 2 We also have a result of ‘0, 0, 0 ’ in exel which is also not visible in the intercom interface, only in exel reports. -In this case, does this answer count towards the NPS value or not? -Does this data affect the NPS count in the intercom interface?

331
Emilygav
Intercom Team
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