Reporting

 Issue DescriptionWe'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 w

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.

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-extensionIt 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. 

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!

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! 

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe 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

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.

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?

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.

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

We don't need a teammate (call them X) to have access to the Inbox, we just need him to belong to a team.Here are the replication steps1. Assign teammate X an Inbox seat license2. Add teammate X to the Sales team successfully3. However as soon as I remove the Inbox seat from teammate X, he disappears from the Sales team.

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?

Hi there! I’m looking to tidy up the right hand sidebar “Conversation Attributes” - we only really need a couple of these but I’m not able to find where I can remove attributes from this?We don’t need things like External ID, Fin AI Agent, Workflows, Workspace, Copilot etc. We also have a lot of User Data categories we would like to remove from this view, are we able to do this? Thanks so much! 

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 queueWith 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! 😊

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 data ex

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.

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?

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

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 1The 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 2We 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? 

Hello!It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.Thank you so much for any assistance you might have and guidance. 

Hello Team,Have you had reported issues where the Responsiveness report has incomplete data points?I posted this also in chat and still waiting feedback.We want to verify if this is an instance\setting issue we can tweak or is general for all Intercom users. I would like to ask if this 

In certain situations, we may need to focus specifically on the data from a single column in a chart. Rather than adjusting all the chart filters to isolate that column, it is more efficient to perform a drill-down on just that column.  

We've encountered an issue where some companies are appearing with 4x the expected records and certain users with up to 12x. After investigating, we discovered that our system was assigning different userIDs to the same email addresses and, in some cases, associating the same company name with multiple companyIDs. Additionally, we found instances where data was being overwritten, causing users' names to change mid-chat.I noticed there are options to either delete or archive companies, but I'm unsure which approach would be best in this situation. Has anyone experienced something similar or have recommendations and best practices for handling this kind of data duplication or conflict?

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

In Conversation Topics, how should I expect the "Keywords and phrases to track" feature to work? Phrases, in particular, don't appear to work as described. I've found that if a phrase is added to this field, it will reliably include results that only feature one word within a phrase, rather than the whole phrase. In my attached screenshot you can see two phrases in the field "Home page" and "to do list". The volume of conversation results increased by an order of magnitude when I added "to do list" because it seems to include any conversation with the word "list."  According to the Help Center article, I'm under the impression it should only include conversations in which the words "to", "do", and "list" are all within three words of one another. Am I misapprehending how the Keywords and phrases feature works, or is this not working as expected?