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Reporting

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

  • 170 Topics
  • 329 Replies
170 Topics
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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!

350
A
Employee
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.

380
B
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?  

590
U
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?

270
A
Employee
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....

180
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Employee
2 years ago
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Innovator ✨
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! :)

1680
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Innovator ✨
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?

130
A
Employee
2 years ago
A
Innovator ✨
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?

560
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Innovator ✨
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.

190
U
2 years ago
A
Innovator ✨
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).

211
A
Employee
2 years ago
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Ida JNew Participant
asked in Reporting
How can I pull conversation volume for weekends only?

Hi, Just wondering if anyone else has found a good way to pull stats on volume for just weekends only (aside from selecting day by day manually?) I'm wanting to look at the average number of chats coming in for Saturdays and Sundays months at the time to better understand staffing needs for weekends.

150
A
Employee
2 years ago
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Michael H12New Participant
asked in Reporting
Can I track my team's First Response Time over time?

In the Dashboard section of the Inbox, one of the metrics that we use (in Backlog) is "Waiting for first reply". Is it possible to see how this number trends over time (in the reports section)?

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Milan
Expert User ✨
2 years ago
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User2192New Participant
asked in Reporting
Can I report on how many inbound messages customers are sending us?

We are trying to find a Report similar to the Customer Engagement one but for INBOUND MESSAGES PER ACCOUNT so we understand which are the users which are contacting us more and overloading our support capacity.

190
A
Employee
2 years ago
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Ali SNew Participant
asked in Reporting
Why is First Response Time Greater Than Time to Close?

Hi there 👋,  My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌️ -Ali

320
Eric Fitz
Employee
2 years ago
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MktActive User
asked in Reporting
I asked a question about attribution. I got an answer but asked follow up questions as I needed more detail but have not heard back.

Would someone be able to reply to my follow up questions in this thread https://forum.intercom.com/s/question/0D55c00005qefBuCAI/how-does-intercom-attribute-a-goalI need to know the details of how attribution works in the emails. For example if we send 3 special offer emails all with the same goal (to start a paid subscription). How would Intercom attribute the the goal being met...would they do it for all emails (assuming the user received all 3 and opened all 3). What is the detailed process for goal attribution here. Please see full thread above first. Much appreciated.

150
Milan
Expert User ✨
2 years ago
V
VishnuNew Participant
asked in Reporting
How to check how long an agent was online for a particular day and download weekly data?

I want to download data that shows the agent-wise time of availability on the Intercom.

5720
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Employee
2 years ago
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MktActive User
asked in Reporting
How does Intercom attribute a goal?

We want to understand how intercom attributes a goal to a user from within a specific email - if that users has been sent several emails with the same goal. Example: we run a special offer campaign with a series of 3 emails each with the same goal: that the users subscribes to our app. What we need to know is if a user subscribes but has been sent all 3 emails how does intercom attribute it as 'goals met' only to the email from which that users subscribed? They event will be when they apply our discount coupon, but how is intercom attributing this to one of the 3 emails - is it based on linked clicks? If so what would happen if a user clicked on all three emails? We just want to be sure our data is clean and we don't have duplicate data in regards to our subscriptions and how they're attributed. Thanks

550
Milan
Expert User ✨
2 years ago
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Rich WNew Participant
asked in Reporting
Anyone have a scheduled report that runs a duplicate report an hour later? May be a #bug.

30
A
Employee
3 years ago
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User393Connector
asked in Reporting
Median first response time calculated for office hours or 24/7?

The help article doesn't seem to specify if the calculation is for a 24 hour period or during the set work hours in intercom for Median first response time.  We don't operate 24/7 yet so it would be great to compare this number (Median first response time) or any of the other metrics to office hours.  Hoping I missed this in the help articles? https://www.intercom.com/help/en/articles/4323871-measure-and-compare-your-team-s-performance/p> Perhaps there is a filter option that is paywalled?  

1440
U
3 years ago
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MktActive User
asked in Reporting
Can we retroactively change a goal and get the reporting?

We sent our Black Friday emails where we had a coupon redemption as our goal. Unfortunately there was a typo in the coupon code meaning we don't have any data for those that met the goal. Is there anyway to retroactively fix the typo and see who met the goal and redeemed the coupon?

60
Eric Fitz
Employee
3 years ago
J
Jay K12New Participant
asked in Reporting
Inbound Demand - Cohort Analysis

We are looking to improve our internal demand projections and are trying to develop a system for cohort analysis (primarily regarding inbound support demand). Has anyone done any similar type of reporting either within Intercom or leveraging a different tool using Intercom data that they could provide insight or recommendations regarding? Thank you in advance!

170
A
Employee
3 years ago
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Meg TNew Participant
asked in Reporting
Can I build a custom report that shows my conversation volume by attribute?

How can I view all conversation attributes (product area and type in this case) together? I'm wanting to get an overall picture of where we see high volumes of queries and what these are. I can only seem to filter the report down by attributes, rather than build a report that shows volume by type.  Any help appreciated! 😅

280
M
3 years ago
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User49Active User
asked in Reporting
Can i export all email adresses only for tagged conversations?

Following:  I want to export all email adresses that have a certain tag to an CSV / Excel file so I can feed them to my Business System to check what clients actually have done a purchase. We work with an very complex and old system in sales so I cant have automatic followups like in a normal CRM system. The tags im using are converstation tags

500
Eric Fitz
Employee
3 years ago
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Sarah C12Connector
asked in Reporting
How is first response time calculated in custom reports?

I have a team that is measured heavily by first reply time as reported through Custom Reports, but cases will often be transferred to them. Does the previous team's reply time then count in their metrics, or does First Reply calculate from when something is assigned to a team?

490
Eric Fitz
Employee
3 years ago
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EsterNew Participant
asked in Reporting
How do you work with reporting on agents online time?

I want to be able to follow up on how much online time the team has. I have tested the activity log, but this only lists when somebody logs in and out and would be way to manual. Ideally I would be able to see how many hours a person is away (based on the chats openings hours).  So maybe somebody else has a good solution to share?  Thanks!

2280
E
3 years ago
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