Reporting

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

  • 146 Topics
  • 285 Replies

146 Topics

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guilhermebusanello.versatNew Participant
asked in Reporting

Report with subjects that appear most in chat with customers

Hello everyone!It is posible to create an report with subjects that appear most in chat with customers? I believe that in Reports - Conversation Topics I can create it, but there's no option yet to create this reports in Spanish or Portuguese.Hope you guys can help me!

3
R
11 months ago
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User1349New Participant
asked in Reporting

Hi, is it possible to set up an SLA rule for no new/ existing conversation?

We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you

4
O
11 months ago
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Kyra VargasNew Participant
asked in Reporting

How to filter web sessions to a timeframe?

How do you filter web sessions to sessions that occurred in a specific timeframe? Right now it seems that web sessions are all time, but we are interested in pulling a report of users’ number of sessions in the last 30 days. Thanks!

1
Milan
Top Expert
11 months ago
L
LloydNew Participant
asked in Reporting

Report on response time for custom actions inside of outbound bots

we have a custom action that creates customer leads in Dynamics 365. I am trying to understand how long it takes from the moment a customer triggers the custom action to a successful response from the API endpoint we have created.  I also understand that there is some kind of hardcoded timeout for custom actions in Intercom - I need to know the following three things -  1) how do I access logs/reports in the intercom platform for specific custom actions? 2) how long is the hardcoded timeout limit for a custom action in Intercom? 3) where does intercom store metrics on timeout errors or other issues with custom actions? there is nothing in the help articles I can find about this.  I find that these questions to intercom take a few days to a week to get answers to, so asking here and via the intercom help chat in case anyone else has figured this out already.

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1 year ago
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Adam WInnovator
asked in Reporting

How are you measuring team responsiveness across regions?

So, I've been on a bit of a journey over the past couple of months, trying to understand why some weird and whacky results were coming out of our different teams, specifically around Response Times and First Response Times.  TL; DR: We need to find a way to parse out the times for each regional team that accounts for their responsiveness within their assigned, core hours. Any ideas?  ---------------------------------------------------------------For those interested, the background is below: Our default Office Hours were set up to cover these times (in AEST):Monday 08:30-23:59Tuesday-Friday 00:00-23:59Saturday 00:00-11:00  In addition, each regional team (APAC, AMER, EMEA) also had local hours that covered roughly 09:00-17:00 Mon-Fri. However, when we took a deep dive into the data, we were seeing big outliers where the FRT and RT would be way off. Luckily a few of these were unique enough that we could filter and see that essentially, unless the contact came in outside of the defa

4
Jana
1 year ago
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Stephanie C.New Participant
asked in Reporting

Filters

What is the difference between using the teammate filter and the teammate currently assigned to, filter when creating a report?

1
Milan
Top Expert
1 year ago
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RaweeNew Participant
posted in Reporting

How are you able to run a report of conversation volume x Source URL? We are trying to understand what channels / pages our conversations come in from the most but cant seem to run a report as Source URL is not available. Any ideas?

How are you able to run a report of conversation volume x Source URL? We are trying to understand what channels / pages our conversations come in from the most but cant seem to run a report as Source URL is not available. Any ideas?

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1 year ago
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MonishActive User
asked in Reporting

Cannot re-use a field in custom reports? no ability to use and and or operators in custom reports?

I'm not seeing an option to re-use a field in a custom report. i.e. if I use the 'conversation' tag field in a custom report, I cannot use that field again in the report. my use case is if I want to find ticket containing multiple tags, I cant do it. anyone else run into this? having the capability to use 'and' and 'or' operators is something basic that any reporting system should have, I think - unless I'm missing something totally!

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1 year ago
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User1425New Participant
posted in Reporting

How can we get a report to show resource volumes of staff as trying to measure productivity

How can we get a report to show resource volumes of staff as trying to measure productivity

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U
1 year ago
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User1408New Participant
asked in Reporting

We have some troubles with quick links, they dont work

We have some troubles with quick links, they dont work

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Joseph S.
Super User
1 year ago
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Morgan WNew Participant
asked in Reporting

Is there a report I can run that shows me all conversations within a specific date range and the user who started the conversation? I want to report on the number of support conversations we've had over a 3-month period and the user involved.

Is there a report I can run that shows me all conversations within a specific date range and the user who started the conversation? I want to report on the number of support conversations we've had over a 3-month period and the user involved.

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M
1 year ago
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User1963New Participant
asked in Reporting

The ⌘+K shortcut has a new functionality in the new intercom version. Is there a new shortcut for linking?

In the old intercom version we used to have the hotkey (⌘+k) to add links to custom text. In the new Intercom version this is used for general shortcuts. Is there a new hotkey for linking in the new Intercom? 

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U
1 year ago
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User2099New Participant
asked in Reporting

churn by companies?

Can we create a report for companies that will churn? For example, if they have 10 active users and none of them are logging in, can I see that? Is it possible to create a report that shows companies that have users who have not viewed certain pages?

1
Daniel M15
1 year ago
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Dave CNew Participant
asked in Reporting

Having trouble reporting on tags

When I go in and try to pull reports by tags it is not returning any tickets even though these tickets have user tags added in when I close the ticket. Any idea what I am doing wrong here?Thank you,Dave

1
Racheal
1 year ago
J
JeroenNew Participant
asked in Reporting

How do I connect the Search Term in Google Ads to the users?

I would like to connect the Search Term in Google Ads to the users. I know we can use the UTM tagging. But we use auto-tagging. So can we use a combination of the GCLID and UTM, or is there another solution?    

1
Oseas
1 year ago
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Michael H18Active User
asked in Reporting

What do you consider a 'good' self-service resolution rate?

I realize this is highly contextual and depends on a host of factors, but I'm wondering if there are some rough benchmarks against which I might compare our Help Center's SSRR. Is there an industry standard, e.g., or a number that Intercom uses internally to give customers a target to aim for? At Lessonly by Seismic, we've achieved a SSRR of roughly 87% YTD, which seems very good to me! But again, I have no basis for comparison.

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1 year ago
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NimitNew Participant
asked in Reporting

Do we have a way to know who imports users data?

I saw import history but I don't see any columns that provide uploader name. Do we have way to know? https://www.intercom.com/help/en/articles/177-import-your-user-data-into-intercom#:~:text=Events%20API.-See%20your%20Data%20Import%20History,-You%20can%20see

1
Shauna
1 year ago
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BehramNew Participant
asked in Reporting

Deliverability insights based on user domain

Hello all,  I am wondering if Intercom allows us to have insights regarding deliverability (not sends)? And if this can be seen per domain? I am interested to see the IP health, and also the deliverability of the series that we have in place.  Any insights are much appreciated. Thank you! Regards 

1
L
1 year ago
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Douglas GNew Participant
asked in Reporting

Crash when opening intercom (Android SDK)

Today we start receiving reports of crashes when intercom is opened, it seems to be something to do with a API response: Stacktrace received:java.lang.ClassCastException: java.lang.Class cannot be cast to java.lang.reflect.ParameterizedType at retrofit2.HttpServiceMethod.parseAnnotations(HttpServiceMethod.java:46) at retrofit2.ServiceMethod.parseAnnotations(ServiceMethod.java:39) at retrofit2.Retrofit.loadServiceMethod(Retrofit.java:202) at retrofit2.Retrofit$1.invoke(Retrofit.java:160) at java.lang.reflect.Proxy.invoke(Proxy.java:1006) at $Proxy2.getHomeCardsSuspend() at io.intercom.android.sdk.api.MessengerApi$DefaultImpls.getHomeCardsSuspend$default(MessengerApi.kt:181) at io.intercom.android.sdk.homescreen.HomeViewModel$onUiCreated$1.invokeSuspend(HomeViewModel.kt:60) at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33) at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.k

1
Daniel M15
1 year ago
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User2013New Participant
asked in Reporting

My average first response time is higher then my close time. Is there a way to show data for tickets closed with a reply and not just closed?

My average first response time is higher then my close time. Is there a way to show data for tickets closed with a reply and not just closed?

2
U
1 year ago
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User34New Participant
asked in Reporting

Is there a way to work out Monthly Active users in Intercom?

What criteria would achieve this?

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1 year ago
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MossNew Participant
asked in Reporting

Is it possible to start counting the first response time from the moment on the user writes something in the chat and no longer interacts with the bot?

Hi Intercom Team, our customers can operate with a chat bot before they ask us their first question. For the first response time however intercom is counting the time from the point in time the user first opens the chat. We would like to adjust it to the time the user asks the first question - so the first time the user is not interacting with the bot anymore. is that possible? 😊 And if yes how can we adjuts this in our steering board. Thank you for your help in advance! Kind regards

1
Daniel M15
1 year ago
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Support D13New Participant
asked in Reporting

Custom Objects - How to view the data in the Intercom interface (not in a bot)

I've submitted a chat request but it's been over 36 hours with no response on this, so posting it here. We have tried various ways to pass our data into Intercom, firstly via the API (that we found in small print custom objects aren't supported via the public API). Our second attempt was creating a new GET endpoint on our end, use the custom actions, map the intercom data and our data successfully, then set it to live. This doesn't seem to do anything. Everything I've read seems to suggest use of custom actions in bots - but I would have expected to be able to see this data we're passing in somewhere in Intercom - via filters, reports etc. We wanted to use it to provide our CX team with better data to contact our customers (e.g. contact all users that had [custom object] start dates in the next month, who spent at least £***).  We're making a third attempt by using our endpoint, to populate the JavaScript API with this custom object data. Are we barking

1
Daniel M15
1 year ago
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Tim WNew Participant
asked in Reporting

Can anyone tell me the formula that Intercom uses to calculate CSAT?

In my research, I've found 2 ways to calculate this. Thanks! Example 1:CSAT (%) = (total responses given / total possible response scores) * 100Example 2:CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)  

3
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1 year ago
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User19New Participant
asked in Reporting

FEATURE REQUEST: Implement a way to name an export prior to sending

I do a lot of exports based on different segments that I have defined in Intercom. When the export arrives in my inbox, the segment name isn't included, and it often arrives long after I've forgotten why I wanted the export in the first place. If there were a way to name or tag the export it would help my workflow tremendously.

1
Shauna
1 year ago
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