Reporting

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

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?  

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?

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!

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! 😅

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

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?

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!

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

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

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?

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?

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?

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?

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?

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.

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.

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!

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?  

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!

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

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 🙂