Reporting

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?

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

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

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

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

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

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.

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

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!

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.

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?  

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

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....

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! :)

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?

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?

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.

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).

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.

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)?

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.

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

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.

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

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