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Reporting

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

  • 161 Topics
  • 311 Replies
161 Topics
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User1862New Participant
asked in Reporting
What metric does the response time use?

How does the whole response time works. Do i need to snooze them always? What if i receive an email 5 minutes after i left the office but answer immediately if i entere the office the next day. Does it counts all hours in between?Thanks

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2 years ago
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User2446New Participant
asked in Reporting
I would like to know if there is any way to extract the information of the maximum response time in a conversation (admin replies after a contact reply) by API.

I need to do an analysis about my team's response time, but for that I need to extract the maximum response time information in each conversation (admin replies after a contact reply).

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2 years ago
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User1345New Participant
asked in Reporting
Within the Customer Support --> Conversations dashboard there is a tooltip for "The number of unique conversations closed", does the Closed volume only report on those requests which were also created within this date range?

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Milan
Top Expert
2 years ago
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Nicolas H11New Participant
asked in Reporting
How to gather charts from different Intercom reports into a single visual dashboard ?

I need to create a dashboard that gathers certain charts from different reports in intercom and I'm wondering how I should do it and what's the best way to do it.I need to display the engagement summary of different custom bots + the number of tagged conversations for a specific tag + opening rate of certain emails + reply rate of certain emails + number of new inbound conversations VS number of replied conversations

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2 years ago
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JelaniNew Participant
asked in Reporting
How do you grant access to custom reports?

How do you grant access to custom reports?

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2 years ago
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MarceloNew Participant
asked in Reporting
Do you have sample code on how to get the list of conversations for all users with the date range?

Do you have sample code on how to get the list of conversations for all users with the date range?

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Racheal
2 years ago
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Eric TNew Participant
asked in Reporting
When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

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2 years ago
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User1376New Participant
asked in Reporting
How do I see the number of emails replied that triggered a conversation rating?

I am currently able to see the total responses to conversation ratings triggered but I am unable to see the total conversation rating sent for a particular period.  I would like to use this to determine the response rate to conversation ratings triggered when agents reply to emails. Can anyone assist me?

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Racheal
2 years ago
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User1370New Participant
asked in Reporting
How to Access Conversations in/via First Response Time Report (More Granular View)

Greetings,I cannot see an option to access the conversations which cost us our SLA, when it comes to high First Response Times I just see the time stamp on the chart.Pinpointing the conversation seems like a very cumbersome task, is there any way we could have that in our reports? Best,Saman

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2 years ago
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Sylvain GNew Participant
asked in Reporting
Number of conversations / messages per user / custmer

Hello, I do not find the solution neither in report or API so I ask the question.I would like to extract (interrface, csv or api) the number of conversations per user & customer but also the number of messages par user / customer The idea is to be able to report and take decision according to those statistic. Thanks for any help on this. Sylvain

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Daniel M15
2 years ago
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User1349Connector
asked in Reporting
Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign

Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign mode

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Daniel M15
2 years ago
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User1293New Participant
asked in Reporting
Email template buttons look good in browser but not in app

Hello everyone ! My email template has few buttons. They look great in Desktop browser and mobile browser. But the buttons look full width in mobile email app like Gmail android app.Why my mobile view style is not working in App?  Thanks

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2 years ago
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User1283New Participant
asked in Reporting
Hello. How can I get an overview / report that shows an overview of the number of mail waiting longest? I want an overview of the number of emails that have been waiting for 6 days, 5 days, 4 days, etc.

Today I scroll down in the mailbox, but this is inaccurate and time consuming.

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2 years ago
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JasmynNew Participant
asked in Reporting
Does "Time to last close (seconds)" include time a conversation was snoozed?

Is "Time to last close (seconds)" in the export report the total time from first open to last closed, not including any time it was snoozed? Is there a way to get just the total time the conversation was actively being worked not snoozed? Our Median time to close has increased and I have been diving into the conversations and reporting and don't see anything that has significantly changed that would be driving that number.

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2 years ago
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Martin S13New Participant
asked in Reporting
Hey, is there a chance to get additional columns into the data export? I'd like to get questions/answers exported prior a chat is routed to an agent (chat part handled by operator; questions as header). That would help us to streamline the data. Than

Hey, is there a chance to get additional columns into the data export? I'd like to get questions/answers exported prior a chat is routed to an agent (chat part handled by operator; questions as header). That would help us to streamline the data. Thank you

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2 years ago
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Brittany CNew Participant
asked in Reporting
How can I pull conversation topics into a data warehouse?

I have a connection set up between intercom and bigquery (using stitch), however I don't see data on conversation topics available. I have also looked into using fivetran instead of stitch, but don't see conversation topics available using that tool either. I am wondering if this is just a limitation of stitch and fivetran, or is it not yet possible to load conversation topics data into a data warehouse? Thank you!

1
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2 years ago
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Sandy MNew Participant
asked in Reporting
How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time?

How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time? Rather, it's accounting for the time a convo is open, even if an agent is working on 4 concurrent chats. Handle Time is usually the actual time spent working in the ticket, even if there are other tickets open - those other tickets that are not being worked on would not be accounted for as 'Handle Time'. Trying to find a way to forecast accurately without this data.

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2 years ago
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User140Active User
asked in Reporting
How do you track metrics over time within Intercom's reporting dashboard?

Really excited about Intercom's conversational support dashboard, but instead of seeing a snapshot in time (ie a time period compared to previous time period), I'd prefer to be able to pull a chart that shows data over time on a weekly or monthly scale. This is something our team would benefit from for a lot of metrics within Intercom. Is this available somewhere or does upgrading give access to this kind of reporting?  

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2 years ago
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User1734New Participant
asked in Reporting
Is anyone tracking the First Contact Resolution Rate metric?

Hi everyone!Is anybody tracking the First Contact Resolution Rate metric within Intercom? What approach do you use?

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2 years ago
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User2554New Participant
asked in Reporting
Why isn't there a way to view path analysis on a monthly or annual, etc basis? you can only view it per day

Why isn't there a way to view path analysis on a monthly or annual basis? you can only view it per day? This makes the feature virtually useless....

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2 years ago
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Adam WInnovator
asked in Reporting
Is it possible to sort Conversation Attributes in a specific order yet?

We've been making use of the Custom Attributes in the Conversations we have for support contacts. Initially we'd hoped to have them automatically filter out more detailed layers based on preceding options, but that wasn't possible. So, to structure them for our team we put them in a specific order:CategoryActivitySpecificResolutionWhile these appeared in the correct order of the Inbox view, when folks were prompted to use them at closure (we made them mandatory 😈 ) they appeared out of defined order, alphabetically.  After much trial and error, and as that couldn't be fixed, we ended up making them:1 Category2 Activity3 Specific4 ResolutionMy question is, is this still the case? I'd rather not mess with live data to confirm! :)

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2 years ago
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Marie FNew Participant
asked in Reporting
How do you inform your team of inbound conversations from specific clients?

What workflows does your Support team have in place in order to keep Account Managers, Customer Success Managers, and other customer-facing teammates informed of conversations coming from specific clients? Currently, our Support team comments and @ mentions the dedicated CSM in a note once we've begun engaging with a user on one of the teams our CSM manages. The CSMs tell us no ping ever feels unnecessary, however, there are a few downsides to our process: it's manual (it's easy to forget) and CSMs might not want to be made aware of every user's message. We also have an Inbox for the segment of accounts managed by CSMs, but viewing all conversations can be a bit overwhelming to scroll through. The feedback we've collected from the CSM's is that they wish they had a report, like a dashboard, displaying only their client's conversations 🤔 What do you recommend?

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2 years ago
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Adam WInnovator
asked in Reporting
If we switch up our Office Hours to cope with holidays, will they reflect in the reporting?

Specifically, if we changed the hours to say, remove a Monday, would we see that accommodated in the MRT stats, etc. going forward? Or would setting it for one week, and then reverting them, negate the Office Hours/MRT calculations?

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2 years ago
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User2157New Participant
asked in Reporting
How can I get reporting data for one specific conversation?

Hi I'm interested how can I find report of one specific conversation, I need to look at the responsiveness avg. handling time , first response, or response time, but this metrics show me only grouped reports and I can't find the specific conversations.

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2 years ago
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Adam WInnovator
asked in Reporting
Anyone have any easy (or easier) methods to convert Intercom's exported CSV files from a Custom Report into a consistent one?

Currently, the output is a text field that isn't consistent, instead it varies based on the content. So I can have results of 17m 2s; 16m; 11m 52s; etc. which don't allow easy conversion to numbers/time in any way.  The ideal would be for them to be in 24 hour format, so for the above examples:00:17:02; 00:16:00; 00:11:52But even if we could just get to: 17m 02s; 16m 00s; 11m 52s would be an improvement :)  This is a huge hassle to fix when trying to manipulate the data and in the end I'm stuck with manually updating and fixing them by eye (I am no Excel/GSheets macro expert).

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2 years ago
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