Hi @Jake Solomon,
Let me share a slightly different way to look at this, here's how I'd think about this :
You maybe don't necessarily need to measure active time per ticket to justify a headcount request. The most straightforward approach would be to build a Custom Report (available on Advanced/Expert plans) using the Conversations dataset, with:
- Closed conversations filtered by teammate
- Segmented by week
This should give you the number of conversations closed per agent per week, worth trying in your workspace to confirm it displays the way you need it to.
From there, the formula for your presentation would be:
Weekly ticket volume ÷ Average conversations closed per agent per week = Number of agents needed
This would just give you the data to back it up.
On the active time per ticket question: i think Intercom does have a metric called Adjusted Conversation Handling Time (currently in beta, Advanced/Expert plans), which attempts to subtract idle periods to get closer to the real time an agent actively spends on a conversation. It's the closest thing available natively, but it has limits, there's no manual timer on the agent side, so it can't be 100% precise.
But !
↓
If you ever need a truly accurate measurement, there are ways to get there by pulling data externally via the Intercom API, happy to walk you through how that could work if you'd like to explore it.
Hope it’ll help !
