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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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User144New Participant
posted in Reporting
Can I export tagging data or see any form of insights anywhere?

I cannot find a way to export or find data on regular "tagging".

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Top Expert ✨
3 years ago
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Alan PNew Participant
asked in Reporting
Is there a way to see a report of recently visited pages of a user or company?

In Contact, you will see this recent page views,But it seems that recent page views is all what we can see, Is there any way to have a report/ dashboard that shows all the recent page views of a user for the last 7/30/90 days and so on. I meant in more detail and can be interacted. Thanks

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Top Expert ✨
3 years ago
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Jay K12New Participant
asked in Reporting
How to report on touchpoints?

I am trying to report on the number of touchpoints (average) that a segment of customers receives in a specific time period - the type of data displayed on a Contact Record under "recent content" + conversations. Any ideas on how to report on touchpoints?

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3 years ago
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TriConnector
asked in Reporting
How reliable is Intercom default UTM attributes?

We've got quite a few leads from our CPC campaign but doesn't look like Intercom's default UTM is tracking them all. Is this something that's automatic or do we have to implement something for this?

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3 years ago
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Edward ZNew Participant
posted in Reporting
Can I get a report of the number of customers?

So I can only find a report on the number of conversations. However, one customer can open multiple conversations. Where do I find the number of customers?

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Eric Fitz
Employee
3 years ago
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DevonNew Participant
asked in Reporting
How does your team use conversation attributes and conversation tags?

Our team currently has about 10 product areas as conversation attributes, and then a larger pool (50+) of more specific conversation tags. Do any of your teams use conversation attributes and conversation tags in conjunction with each other, and if so, how do you do it?

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Top Expert ✨
3 years ago
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User1177New Participant
posted in Reporting
How do other people report on company level information on support conversations?

Support is our primary Intercom use case. In custom reporting, i can segment conversation reporting at the user level, but not at the company level. For those that use Intercom for support, how do you answer questions like: How many conversations did X company raise last month?How many conversations were raised by companies with X value in a custom company object Querying the data via PowerBI is fine (but significant effort), and i want this information available to team leads and support agents. Any ideas?

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Eric Fitz
Employee
3 years ago
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NandiniActive User
asked in Reporting
Can I build a report to find the most asked support question in a week?

I'm trying to find out "what's the most asked question this week in support?" similarly "repeated troubleshooting questions asked in support" I'm trying to find out "what's the most asked question this week in support?" similarly "repeated troubleshooting questions asked in support. I don't think this is possible right now. If yes, someone please suggest a way on how you're measuring these metrics.  The idea is to understand how many occur and what are those questions and to create a program around it to educate customers and then go back measure to see if it has reduced.

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3 years ago
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Elisa ANew Participant
asked in Reporting
When will my workspace be unlocked for sending emails?

My workspace is under review probably due to an email that was sent to too many people at the same time.  I did not receive any communication via email, nor did I receive responses from Intercom on Messenger. This is very frustrating.  Can you please help me? It is very important that my workspace is still accessible today.

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3 years ago
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Matthew P14Connector
asked in Reporting
Reporting by webpage

In my overview tab I notice there is the top pages for new inbound conversations report, which is fine but it's not giving me a lot of detail. (See attached screenshot.) Is there a way to build a custom report where I could gain more detail? I've been asked by our partner team to be able to report out on chats by page by partner. Thanks!

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Top Expert ✨
3 years ago
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MktActive User
posted in Reporting
What exactly is "Messages sent" in the Customer engagement report?

In the Customer engagement report, there's a metric called "Messages sent". I thought it counted the amount of emails intercom sent.  Example: email 1 is sent to 100 people and email 2 is sent to 80 people = Message sent: 2 But when I see the list of emails being sent in the specific period, I see a higher number. Continuing the same hypothetical example, under the "Message performance" section, I'd count 5 emails being sent during the specific period instead of only 2.  Any idea what "Messages sent" stands for?  

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3 years ago
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Sarah C12Connector
asked in Reporting
Is it possible to report on reassignment between Teams?

I'd love to be able to report on how often cases have to be transferred between Teams. Am trying to figure out a way to add a tag to use to report on this or how to see this otherwise. Am hoping to avoid teammates having to manually add a tag when transferring. Thank you!

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3 years ago
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User835New Participant
asked in Reporting
Looking for a solution to track issues, bugs, feature requests, etc.

I'm looking for the best way to track issues for every conversation our users initiate. We have previously used conversation tagging but it resulted in 100+ tags that were difficult to sort through and manage since we also use customer tags heavily. I'd like to be able to track the core issue associated with each conversation. Ideal categories I can choose for each conversation:Issue Type drop down list (feature request, bug, feedback, question, etc)Product Area drop down list (login, registration, dashboard, profile, etc)Specific description of issue (should be able to tag multiple conversations with the same issue description)Date of Issue (should be automatic based on the conversation data) I need to be able to provide timely reports to management including:Total issue volume over the last 2-4 weeksIssue volume by Issue TypeIssue volume by Product AreaIssue volume by Specific Issue The goal would be to resolve customer issues within the product, before users escalate. So far

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3 years ago
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SaritaActive User
asked in Reporting
Can someone explain who the "conversation tag" report works?

I put a filter on the tag field, let's say the tag name is "Feature X", and set the date to last 4 weeks.Will it show me all the conversations that are tagged as "Feature X" in the last 4 weeks? I tested it by tagging one conversation and see if it shows up but it didn't. Is there a waiting time until it shows up on the reports?Thanks in advance 🙂

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3 years ago
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Dan M12New Participant
asked in Reporting
In the Responsiveness tab of the Customer Support reports, will filtering by team only show responsiveness while the ticket is assigned to that team?

We start our conversations in a general support team folder. We then occasionally send tickets to other teams for more help. If we run a responsiveness report and filter by the second team that the ticket was forwarded to, will the report only show responsiveness while the ticket was assigned to that team, or will responsiveness while it was in another team folder be included in the report?

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3 years ago
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Leah L12New Participant
asked in Reporting
How do people measure First Contact Resolution?

I am not looking to measure how many conversations are resolved by one team member. I am trying to report how many users reach out multiple times with in a week in order to track whether or not their issues are being resolved the first time they reach out.

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Top Expert ✨
3 years ago
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User638New Participant
asked in Reporting
How can I track a teammate's active/inactive status in real-time on Intercom?

Like the exact time a teammate came online, and went offline

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Top Expert ✨
3 years ago
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User600New Participant
posted in Reporting
How do I track and report on links that have been engaged with like: phone numbers, urls or email addresses within Intercom?

How do I track and report on links that have been engaged with like: phone numbers, urls or email addresses within Intercom?

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3 years ago
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Shane FNew Participant
asked in Reporting
When reporting on agent response time, when does the clock start?

For agent response time, is the clock started before or after the customer completes qualifications for the bot like email and phone number?

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Eric Fitz
Employee
3 years ago
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User975New Participant
asked in Reporting
Macros recent usage tracking range

Hi! When managing your macros, under the title it displays how many times it's been used recently. Some macros display how many times it's been used in the past 30 days, while others only display up to the past 7 days. What determines how far back it tracks?Where can I view how many times a macro has been used for even longer periods of time, or custom date ranges?

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3 years ago
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User1190New Participant
asked in Reporting
How to manage the performance of agents when they work remotely from home?

I am interested in any ideas that could help me see when they start working and finish their work. Thank you.

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3 years ago
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Raj JNew Participant
asked in Reporting
Can I generate a report of active teammates without using the API?

How can I generate a report of my active Teammates or active Admins w/o using API? I need a simple export of 3 columns 1. Teammate Email 2.Assigned Teams 3. Has Inbox Seat?

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Top Expert ✨
3 years ago
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Anonymous
asked in Reporting
Want an in-depth look at Custom Reports and Conversation Topics? Check out our "Deeper Insights and Better Reporting" webinar!

Hey Connectors! In this webinar @Rati Zvirawa​ and @David Cullinan,​ the product managers behind Custom Reports and Conversation Topics, dive into best practices and the stories behind how they were made. https://intercom.wistia.com/medias/c7vq092j0j If you're watching back the recording here, please feel free to reach out with any questions you may have in the thread below 👇 Thanks to all who contributed to the actual webinar on the day, we've taken on your feedback and look forward to running more sessions like this in the future.

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Top Expert ✨
3 years ago
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Ben S11Connector
asked in Reporting
Why is there a difference between my team's median and average response times?

Big difference in Median and Average response time - how can I get more data on what causes this? I have been looking at the difference between my teams median response time and the average response time. There is a big difference. How can I get more data to analyse what is causing this? I don't think the conversation export has first response time data?

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3 years ago
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User316New Participant
asked in Reporting
Is it possible to export the number of conversations?

Hi, I would like to export the number of conversations received (on a monthly, and weekly basis) from the past 12 months.  Is this possible? Really hoping it is, so I don't have to go through the data myself!

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3 years ago
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