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Reporting

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

  • 219 Topics
  • 429 Replies
219 Topics
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IR Support teamNew Participant
asked in Reporting
Nonclickable Download file button

Hello guys,I cannot download CSV reports from Intercom since yesterday. The Download file button is nonclickable. Support can’t help. They keep suggesting clearing cache and cookies or Incognito mode. All of my colleagues have the same issue. I know it’s not the end of the month but maybe someone tried to download reports already. Is this my account-related or a mass issue? It’s definitely has nothing to do with the browser cause we tried different devices and browsers. Thanks.  

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mdermanNew Participant
asked in Reporting
How to measure team capacity with multiple chats at once

Hi everyone, I am trying to do some in-depth analysis of my team’s capacity by looking at historical volume data. The challenge I am facing is that each support agent on the team can have up to 4 chats going at a time, so it’s not as easy as taking the total number of chats and multiplying by the average resolution time—I need to somehow represent in the math the possibility of multiple chats overlapping. Has anyone ever tackled this type of analysis before? How did you approach it? Thanks!

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Jacob Cox
Intercom Team
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Daniel B12New Participant
asked in Reporting
Measuring email first response time - but from when the case is assigned to a teammate

We’d like to goal our agents on email first response times - but measuring the time from when a case is first assigned to the agent and when they respond, rather than from when the customer first emailed and the agent responded.Example:  A customer emails us.  2 hours pass before an agent is assigned the case.  The agent then responds an hour later.  For measuring the agent’s performance, we’d want to capture the 1 hour difference between assignment and the agent’s first response to the customer, rather than the 3 hours between when the customer first reached out and the agent first responded back.Basically, we want to goal our agents based on what’s in their control.  We are also tracking the overall First Response Time because at the end of the day that’s the customer’s experience- but we’re treating this as a team level metric influenced by things like staffing levels, product issues and the like - many things outside of an individual agent’s control.Is this possible?  How would we

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Teresa LaurinNew Participant
asked in Reporting
Reporting - Conversation Metrics

Cannot find an article to explain the real difference between these two and which one is the most accurate to report on volumes. Additionally, the totals do not add up under the Team Performance Tab to either of the above for total conversations. Any help is appreciated.

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Michael Nortei
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rahulmiNew Participant
asked in Reporting
Intercom to powerbi

Hey I want to export Intercom data(mostly Conversations data) to powerbi. I have tried Skyvia, airbyte,zapier. etc. None of them third party apps are working. Can you please help me?

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bernice
Expert User ✨
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mpsantosNew Participant
asked in Reporting
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! I made a request for a CSV file yesterday, but haven’t received anything yet.Can anyone help, please? Thank you!

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sean.reid
Employee
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Constanza ArgonzNew Participant
asked in Reporting
How can I view all the email content sent to a user during the year 2023?

Im running a retro on the emails sent to our top users during the year 2023. Im loking for a way to view all the emails specific users received in a year. I found the rceent content section in each user’s profile, but I cannot expand it to see the entire year, it shows up to May 2023. Is there a way to easily find this?

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Larissa Alberti
Intercom Team
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Support AdminNew Participant
asked in Reporting
CSAT reports to Slack

Hi, I’m wondering if it’s possible to get a weekly overview in Slack of the CSAT scores of the past week. I know it’s possible to send a message to slack when a user is not satisfied, but we would rather get a weekly overview instead of an immediate message. Is this possible?Kind regards

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Larissa Alberti
Intercom Team
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EugeneNew Participant
asked in Reporting
Workspace suspended and support is unavailable

Hi! Our workspace was suspended for unknown reasons. No information could be found why or how we can revoke it.Please contact us via support@ocenka.mobi 

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Annie KapoorNew Participant
asked in Reporting
TeamMate Active & Away status

Hello Team, Please help to fetch the Report to check the Active and Away status on Intercom for my Team.  Also, please help how can I get Unique response timestamp based data for all the conversation TMs are having.

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Shauna
Intercom Team
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Steve-ThriftNew Participant
asked in Reporting
Conversation Tag Report combined with Closed on First response

Hi there,I was wondering if anyone has created a custom report that shows a breakdown of the number of tickets that have been closed on first response but via message tags?CheersSteve

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Pat Barlow
Pat BarlowConnector
asked in Reporting
Looking for advise on how to best use office hours for reporting

Hi! Our support team is made up of 3 people across San Francisco and Sydney (2 in SF, 1 in SYD). How do I best set up office hours to accurately reflect our response times and reporting?Would it be to:Create two teams, SF Support + SYD Support, and set team based office hours? (Would this just give me two sets of response times, and not an overall Support response time?) Disable default office hours in the messenger, so that they are not used for reporting? Delete default office hours entirely? (Would these last two just make our response times worse by essentially being online 24/7?)Help!

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Jennifer K
Intercom Team
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AndrijaConnector
asked in Reporting
Intercom workspace account frozen and no support available to reinstate the account

Hi everyone, I’m posting here in the desperate try to get somebody from Intercom online to help with reinstating the account which was frozen due to too many failed payments associated with the card you guys had on file. We’ve since changed the payment method and fixed the errors that led to unintentional problems with the card and the invoice was processed. However, we’ve been collectively logged out of our workspace and are still unavailable to attend to the support queries which have been piling up in the inbox since the Saturday morning. It’s been 48 hours now without any response from either the response team or our designated account managers. Can somebody/anybody please help and immediately? For context, we’ve tried reinstating the account from inside the admin, however, we were unable to do that as we were experiencing the you already have an account error prompt. (?!)Yes, we do have an account but it seems that we need help from an operator to help reinstate our account. Would

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Employee
voicelifemedia
voicelifemediaNew Participant
asked in Reporting
Optimizing Workspace Layout for Productivity

Hello, Intercom Community!My name is Chloe Blake. I've been thinking about how workspace layout can significantly impact productivity, and I'd love to hear your thoughts and experiences on this topic.How do you design your workspace to maximize productivity and efficiency? Do you have any favorite hacks or tools that have helped you create an ideal work environment? What challenges have you faced in managing your workspace, and how have you overcome them? Are there any specific apps or software you use to improve workspace management?Whether you work from home, in a co-working space, or a traditional office, your insights can be valuable for anyone looking to optimize their workspace. Share your tips, stories, and best practices for creating a productive and enjoyable work environment.Let's discuss and learn from each other!

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Jennifer K
Intercom Team
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Lorène P.New Participant
asked in Reporting
Preventing CSAT survey from being sent if last message sent is not seen

Hi there!Is it possible to prevent the CSAT survey from being sent, if the status of the last message received by the client is “not seen”?Thanks in advance! 

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Team ArboxNew Participant
asked in Reporting
Daily email - Tickets summary

Could you provide me with a daily email summary of my support team tickets count and main topics? 

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Larissa Alberti
Intercom Team
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Steve ErvinNew Participant
asked in Reporting
Excluding internal users and test accounts

Hi all,What strategies are people using to remove internal users and test accounts from items like performance reports, success metrics etc?Thanks,Steve

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Milan
Top Expert ✨
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SebaNew Participant
asked in Reporting
Incomplete conversation data in the new Data Export feature

Hello,We have started exporting our conversation data using the Data Export to S3 but we are finding several conversation parts that missed the author id and type, both are just empty like this:"author": {  "type": "",  "id": ""},This only applies to some conversation parts created by our support agents so it makes impossible for us to track our agents performance. Also in the same conversation several agents may send messages so it is not enough to have the admin list in the “teammates” object.Is there any configuration that we may be missing?

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Nicole YNew Participant
asked in Reporting
Does anyone here understand the Conversational Support Funnel Report?

I love the visual it gives, but need to understand what goes into each section.  For example, is someone who views help articles included in the Seeking Support section and then the Tried to resolve with self serve content.  Tool Tips, are these classed as Proactive Support?  I have read the article, but am still unsure. https://www.intercom.com/help/en/articles/5652381-the-support-report/p>

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Lyndsey DuncanNew Participant
asked in Reporting
Linked ticket reporting

Is there an easy way to get a custom report of conversations with linked tickets? The data export for conversations does not include any columns on tickets like ticket ID etc and the data export for tickets does not include a linked conversation ID column? Our conversations can be rated but our tickets are internal/not shared with the customer and I want to report on the ratings of conversations with linked tickets.

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Racheal
Intercom Team
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User1349Connector
asked in Reporting
Ticket reporting average time

Hi there, I see in the tickets (not conversation) report that only median time is available for all ticket status. Is there a way to get the average time instead? 

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Jennifer K
Intercom Team
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DatomniNew Participant
asked in Reporting
How is Median First Response Time calculated?

Hi, we're trying to recreate the Intercom's Median First Response Time metric in our mission-critical company dashboard, and need an exact logic used for calculating this metric.  In particular: Do you exclude conversations without responses from the calculations (in 99% of cases, those are spam messages)If the first response is an auto-reply - does Intercom count the time before it, or do they only count the time before a real person’s response?Reports in Intercom have time frames. Does Intercom count conversations that started before the chosen period but got their response within a selected period? Is the median first response calculated only for the closed conversations?Why is there a discrepancy in the time reports? (See below) Advice on this would be highly appreciated.

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sinpaiNew Participant
asked in Reporting
Bulk contacts update possibility without contact emails

We use phone number and system ID to distinguish contacts in Intercom, most of our users don´t have email address set. It's not possible for us to use CSV import feature to update our contacts, because email is mandatory.We have 600k records where we need to update attribute name from our system name to empty name as we are planning to start using Intercom Messages and our system name is prefilled in every conversation, which is not desirable behavior.The only option we see is to use REST API to update each individual order, sending 1 request per contact. But by doing that in single migration we will soon hit API calls limit, also we will disrupt our regular Intercom integration.Dear community, is there any other ways for us to perform such an update in Intercom?Maybe someone from devteam could help us updating this internally for us?Maybe we can use some bulk update API call we can't see for now?Maybe it is possible to have email field not mandatory for CSV Import for our account? Tha

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Employee
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RyoNew Participant
asked in Reporting
Bug report: Unable to input Japanese (Maybe even Chinese input.)

Japanese characters are fixed one by one when entering text on the keyboard.I don't think it is the browser's fault, as it occurs in various computer environments. 

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Racheal
Intercom Team
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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!

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