Reporting

We start our conversations in a general support team folder. We then occasionally send tickets to other teams for more help. If we run a responsiveness report and filter by the second team that the ticket was forwarded to, will the report only show responsiveness while the ticket was assigned to that team, or will responsiveness while it was in another team folder be included in the report?

I am not looking to measure how many conversations are resolved by one team member. I am trying to report how many users reach out multiple times with in a week in order to track whether or not their issues are being resolved the first time they reach out.

Like the exact time a teammate came online, and went offline

How do I track and report on links that have been engaged with like: phone numbers, urls or email addresses within Intercom?

For agent response time, is the clock started before or after the customer completes qualifications for the bot like email and phone number?

Hi! When managing your macros, under the title it displays how many times it's been used recently. Some macros display how many times it's been used in the past 30 days, while others only display up to the past 7 days. What determines how far back it tracks?Where can I view how many times a macro has been used for even longer periods of time, or custom date ranges?

I am interested in any ideas that could help me see when they start working and finish their work. Thank you.

How can I generate a report of my active Teammates or active Admins w/o using API? I need a simple export of 3 columns 1. Teammate Email 2.Assigned Teams 3. Has Inbox Seat?

Hey Connectors! In this webinar @Rati Zvirawa​ and @David Cullinan,​ the product managers behind Custom Reports and Conversation Topics, dive into best practices and the stories behind how they were made. https://intercom.wistia.com/medias/c7vq092j0j If you're watching back the recording here, please feel free to reach out with any questions you may have in the thread below 👇 Thanks to all who contributed to the actual webinar on the day, we've taken on your feedback and look forward to running more sessions like this in the future.

Big difference in Median and Average response time - how can I get more data on what causes this? I have been looking at the difference between my teams median response time and the average response time. There is a big difference. How can I get more data to analyse what is causing this? I don't think the conversation export has first response time data?

Hi, I would like to export the number of conversations received (on a monthly, and weekly basis) from the past 12 months.  Is this possible? Really hoping it is, so I don't have to go through the data myself!

Hi everyone, in my team the reporting doesn't really match up with how we individually work, and as such I'd like to remove access for my team members so they don't get distracted comparing each others stats. Any ideas?

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

Our organization offers a custom onboarding experience to our clients. It would be a game changer to know if we can see how far individuals have progressed through a series so we know what the user has seen, and what they haven't.

There is no shortage of conversations to mine, and I've given it a couple of days as the help material suggests it's an overnight process.

I want to use this to get an idea of which HC articles we should be developing to answer the more straight forward questions.

How can I manually pick which conversation topics are displayed by Intercom?

Hi there, will the Customer Engagement reports have a customer report feature added? Asking as someone who is only using the basic post and banner tools. Also in regards to

Is there a way we can generate a report on the login frequency of a user or group of users (that we tag) to study usage patterns?

Can I use my conversation topics to filter my other reports?

I see that conversation topics are a reporting feature, what are these?

How can I display my custom reports?

Which conversations events can I add as filters to my custom reports?

In what ways can I aggregate the data in my custom reports?

I can aggregate all other conversation metrics in a custom report except for conversation volume, why is that?