Reporting

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

  • 157 Topics
  • 307 Replies

157 Topics

D
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?

2
A
3 years ago
L
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.

1
R
Top Expert
3 years ago
U
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

1
R
Top Expert
3 years ago
U
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?

3
U
3 years ago
S
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?

4
Eric Fitz
3 years ago
U
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?

3
U
3 years ago
U
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.

3
U
3 years ago
R
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?

3
R
Top Expert
3 years ago
A
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.

4
R
Top Expert
3 years ago
B
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?

3
B
3 years ago
E
Ethan KNew Participant
asked in Reporting

How can I search for an exact phrase in Conversation Topics?

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?

5
E
3 years ago
U
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!

2
U
3 years ago
J
Jennifer ZNew Participant
asked in Reporting

Can I remove access to reporting for certain teammates?

Hi everyone, in my team the reporting doesn't really match up with how we individually work, and as such I'd like to remove access for my team members so they don't get distracted comparing each others stats. Any ideas?

3
J
3 years ago
S
SaritaActive User
asked in Reporting

OKRs for Support team

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

1
K
3 years ago
A
AnnelieseNew Participant
asked in Reporting

Is there a way to see how far a particular (individual) user has progressed through a series?

Our organization offers a custom onboarding experience to our clients. It would be a game changer to know if we can see how far individuals have progressed through a series so we know what the user has seen, and what they haven't.

2
Milan
Top Expert
3 years ago
A
Alex M14New Participant
asked in Reporting

Why is "Show Suggestions" not generating any recommended Topics? I've added Topics manually, and the reporting works well, but Intercom isn't making any suggestions for Topics.

There is no shortage of conversations to mine, and I've given it a couple of days as the help material suggests it's an overnight process.

4
K
3 years ago
L
LaMintActive User
asked in Reporting

Can I see or track which saved replies are used the most over a time period?

I want to use this to get an idea of which HC articles we should be developing to answer the more straight forward questions.

6
Nathan Sudds
Expert User
3 years ago
I
Inter C12New Participant
posted in Reporting

How do I define my conversation topics?

How can I manually pick which conversation topics are displayed by Intercom?

2
A
3 years ago
R
Rachel W12New Participant
asked in Reporting

Is it possible to add a custom date range to the Customer Engagement reports?

Hi there, will the Customer Engagement reports have a customer report feature added? Asking as someone who is only using the basic post and banner tools. Also in regards to

4
Eric Fitz
3 years ago
A
Adam C11New Participant
asked in Reporting

Is there a way we can generate a report on the login frequency of a user or group of users (that we tag) to study usage patterns?

Is there a way we can generate a report on the login frequency of a user or group of users (that we tag) to study usage patterns?

3
R
Top Expert
3 years ago
I
Inter C12New Participant
posted in Reporting

Can I filter other reports by conversation topic?

Can I use my conversation topics to filter my other reports?

1
Eric Fitz
3 years ago
I
Inter C12New Participant
posted in Reporting

What are conversation topics?

I see that conversation topics are a reporting feature, what are these?

1
Eric Fitz
3 years ago
I
Inter C12New Participant
posted in Reporting

How can I display my custom reports?

How can I display my custom reports?

1
Eric Fitz
3 years ago
I
Inter C12New Participant
posted in Reporting

Which conversations events can I add as filters to my custom reports?

Which conversations events can I add as filters to my custom reports?

1
Eric Fitz
3 years ago
I
Inter C12New Participant
posted in Reporting

How can I aggregate my custom reports?

In what ways can I aggregate the data in my custom reports?

1
Eric Fitz
3 years ago
Ask a question
Terms & ConditionsCookie settings