Reporting

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?

I can’t seem to figure this out. I can create view to see tickets or conversations that are not currently snoozed or closed.However, we are trying to create baseline reporting and would like to report on the number of non-closed tickets or conversations ie the snoozing doesn’t matter for this particular report. The views don’t give me that and I can’t work out the appropriate metric on the reports. Any ideas?

What tools or apps are you using to analyze Intercom ticket data?I'm used to ZenDesk reporting and am finding reporting in Intercom really lacking or else I just don't know how to use it.For example, I'd love to get a report on tags. In Zendesk, I could select multiple tags and then select a date range and various ways of displaying data - bar, line, etc.I was also able to set up tags with a prefix like Login: and then have sub tags like Login: email typo, Login: password reset loop, etc. I could make a report that could show all Login issues by only selecting the top tag so I could compare against other top-level issue like Refunds, Acct Management, etc.Or I could make a report where I could select all the Login tags and see a report about the frequency of each one, all one report.In Intercom, the tag reporting doesn't allow this. You can only view a report on one tag at a time. If you choose multiple tags, the only option is AND, not OR.Thanks for any help!

Hey there,It appears that for, Google Ads only where we have auto-tagging, our utm_source/campaing & medium are not being filled resulting in null values being very high for conversion source. My theory is that this is because it is hashed into the GCLID.How can we ensure that the correct source and campaigns are being sent to Intercom? Thanks!Sam

Hi,I’ve configured a data export to S3 and the historical export has failed but hourly exports are running OK. I've not received any email with a log or something similar showing the error and causes. Why has the export failed? Where can I see the logs in order to know why has failed?

Hello 👋  I’d like to get some info about how can I create a report where I can see how many tickets are created by specific agents. Thank you in advance for your help. 

Is there a way to “reset” an article’s reaction? For example, if an article received 75% ☹️ (frown face), we’d like to be able to reset it back to zero once an article is updated. That also includes the ability for someone who downvoted it previously to have an opportunity to re-rate the article. 

I noticed there were updates to reports as of last night/this morning. Was this announced somewhere and is there documentation about the updates? 

My team and I would like to know what would be considered a world-class handling time, so we can set it as a goal. This way, we can measure our efforts against the highest standard.

hi, guys, I'm new in the intercom and I want to start to measure my service team what is the most important thing I need to pay attention to? how can I check their work? I have the Bata account do you think i need to upgrade the account 

i want to report a bug to u directly cause bugcrowd support didnt accpet it my email is mbougherara97@gmail.com

We need to automatically generate reports with comments for agents or admins, but the Intercom Excel report files do not contain the roles.Could you send us Excel files with the role information for each user?

In this example (Excel report), the comment 'Simplicity' comes from a user Fábio with ID '4740'. However, in Intercom, we have a different username and domain with the same ID. Yesterday, during the review of the May comments, we noticed 4 cases with this issue. Can you fix the problem or provide me with a correct Excel report?

Hello, please could someone point me towards the exact provisions in your contract/service agreement which ensures UK personal data can be transferred outside of the UK in accordance with the UK GDPR. I understand that data centre can be changed from US to EU with some manual efforts.Many thanks 

Because Conversations and Tickets seem to have different data sets. I want to create a very simple report that says:> Show me where Agent A, has uniquely closed X number of Tickets & Conversations.I want this on a dashboard. How do I accomplish this? Because when I try to make it, I can very obviously see there is a large(not a trivial one) divide between the counts of “Resolved Tickets”, “Closed Conversations”, and “First Closed Conversations”. I just want it under a single umbrella without having to make 3 unique reports. Is this possible? 

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

Hey!I am seeking to report on ‘Teammate Away Mode’. Currently Intercom Reporting allows this, however it is against a Calendar period rather than my set Business Hours period.(See image below). I need to calculate how much time and agent spends away within our set business hours.Thanks!

Hi, I try to export my Workspace data to Amazon. However, in the last step, when I run the export, your system said it needs to verify my email. However, my email account does not receive any verificaiton email at all. I try to “resend”, but still fail.

The Exel report for my intercom flow on android doesn't show some information about the user, such as the user's name and email address, this is happening every month.Could you please provide me with this information? 

I can’t find this in Intercom’s help center so figured I’d post here before reaching out to support. Does anyone know what the difference between “Team replied to” and “team currently assigned” is in the Conversation report? Screenshot below. 

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

A client is using the intercom integration but we have it configured in the USA region and because of this we provide them with a link to intercom with the conversation that always redirects them to this region, the problem is that one of their administrators has their account in Australia so the URL redirection is not valid, my question is how can we know when an admin is from one region or another and how is it possible that even managing the data in the USA region, they can have this same data in the AU region

Hi all!I’ve found two articles in the help center describing the new regional data hosting options – which is great!However, none of the articles mentions how to actually create and account in these other regions. I want to create an account thats hosted in Europe. How to I proceed?