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Reporting

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

  • 172 Topics
  • 337 Replies
172 Topics
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Nick PottleNew Participant
asked in Reporting
Data about users reaching out through intercom?

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

51
Graziela
Innovator ✨
1 day ago
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Beth LaverackNew Participant
asked in Reporting
How do people proactively analyse conversations and identify trends?

Hello!This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.But how do people tend to do this?Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?I’m uncertain atm the best approach within intercom.

181
Miles
3 days ago
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Anna S12New Participant
asked in Reporting
The EXPORT FUNCTION in the NEW INTERFACE does not work correctly!!!

Hi, there’s an error when exporting tags in the new interface. When will it be fixed?https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56 

476
Jacques Reynolds
Intercom Team
11 days ago
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User1594Connector
asked in Reporting
Reports with incorrect data

We've been analyzing our NPS reports where we ask our users a question from 0 to 10 about how much they would recommend our app to a colleague. Problem 1The intercom form only has a numerical answer, but when we export the exel data it comes up with the numerical value + this text ‘Not likely or Very likely’.-Could you solve this problem? (We're not supposed to have any additional information in the answer)Problem 2We also have a result of ‘0, 0, 0 ’ in exel which is also not visible in the intercom interface, only in exel reports.-In this case, does this answer count towards the NPS value or not?-Does this data affect the NPS count in the intercom interface? 

241
Emilygav
Intercom Team
15 days ago
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Gaby CabreraNew Participant
asked in Reporting
SLA hit rate based on % of conversations where all SLAs were met

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

51
mateusz.leszkiewicz
Intercom Team
23 days ago
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Kelley PembrokeNew Participant
asked in Reporting
Report for Tag Totals by Month with total number listed

Hello!It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.Thank you so much for any assistance you might have and guidance. 

302
A
25 days ago
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RJ CruzNew Participant
asked in Reporting
Responsiveness report has incomplete data points

Hello Team,Have you had reported issues where the Responsiveness report has incomplete data points?I posted this also in chat and still waiting feedback.We want to verify if this is an instance\setting issue we can tweak or is general for all Intercom users. I would like to ask if this 

71
Emilygav
Intercom Team
1 month ago
Nurit
NuritConnector
asked in Reporting
Reports - allow drill down on only one of the columns

In certain situations, we may need to focus specifically on the data from a single column in a chart. Rather than adjusting all the chart filters to isolate that column, it is more efficient to perform a drill-down on just that column.  

351
Emilygav
Intercom Team
1 month ago
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John Raynold BalacanaoNew Participant
asked in Reporting
Calculation Formula

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

291
Jacques Reynolds
Intercom Team
2 months ago
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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?

2686
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3 months ago
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IreneNew Participant
asked in Reporting
Exporting conversation messages?

Hi! We need to export, or be able to report on, conversation messages (the actual message text). We’ve read the documentation regarding API or Amazon S3 but we’re wondering – is there any 3rd party app that you’d recommend using? Maybe someone that is already using a 3rd party app for it can give us some advice. Thanks in advance!

321
Jacques Reynolds
Intercom Team
3 months ago
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Roseann DunneNew Participant
asked in Reporting
Checking/reporting numbers of non-closed tickets

I can’t seem to figure this out. I can create view to see tickets or conversations that are not currently snoozed or closed.However, we are trying to create baseline reporting and would like to report on the number of non-closed tickets or conversations ie the snoozing doesn’t matter for this particular report. The views don’t give me that and I can’t work out the appropriate metric on the reports. Any ideas?

402
R
3 months ago
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Siobhan H.New Participant
asked in Reporting
Tag reporting is limited in Intercom - looking for external apps to use

What tools or apps are you using to analyze Intercom ticket data?I'm used to ZenDesk reporting and am finding reporting in Intercom really lacking or else I just don't know how to use it.For example, I'd love to get a report on tags. In Zendesk, I could select multiple tags and then select a date range and various ways of displaying data - bar, line, etc.I was also able to set up tags with a prefix like Login: and then have sub tags like Login: email typo, Login: password reset loop, etc. I could make a report that could show all Login issues by only selecting the top tag so I could compare against other top-level issue like Refunds, Acct Management, etc.Or I could make a report where I could select all the Login tags and see a report about the frequency of each one, all one report.In Intercom, the tag reporting doesn't allow this. You can only view a report on one tag at a time. If you choose multiple tags, the only option is AND, not OR.Thanks for any help!

443
mateusz.leszkiewicz
Intercom Team
3 months ago
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Sam MeyersNew Participant
asked in Reporting
How to see Google Campaigns that are auto tagged in utm_campaign/source/medium

Hey there,It appears that for, Google Ads only where we have auto-tagging, our utm_source/campaing & medium are not being filled resulting in null values being very high for conversion source. My theory is that this is because it is hashed into the GCLID.How can we ensure that the correct source and campaigns are being sent to Intercom? Thanks!Sam

342
S
3 months ago
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Ameziane NAITNew Participant
asked in Reporting
How to get statistics of the number of tickets created by a specific agent ?

Hello 👋  I’d like to get some info about how can I create a report where I can see how many tickets are created by specific agents. Thank you in advance for your help. 

1012
E
3 months ago
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IntercomWriterNew Participant
asked in Reporting
How to "reset" an article's reaction?

Is there a way to “reset” an article’s reaction? For example, if an article received 75% ☹️ (frown face), we’d like to be able to reset it back to zero once an article is updated. That also includes the ability for someone who downvoted it previously to have an opportunity to re-rate the article. 

343
mateusz.leszkiewicz
Intercom Team
3 months ago
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Heather McCormickNew Participant
asked in Reporting
Beta Report Updates

I noticed there were updates to reports as of last night/this morning. Was this announced somewhere and is there documentation about the updates? 

311
Nathan Sudds
Expert User ✨
4 months ago
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Elory CuevasNew Participant
posted in Reporting
Handling Time Resport

My team and I would like to know what would be considered a world-class handling time, so we can set it as a goal. This way, we can measure our efforts against the highest standard.

593
L
4 months ago
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yaelNew Participant
asked in Reporting
report

hi, guys, I'm new in the intercom and I want to start to measure my service team what is the most important thing I need to pay attention to? how can I check their work? I have the Bata account do you think i need to upgrade the account 

601
bernice
Intercom Team
5 months ago
M
medNew Participant
asked in Reporting
urgent

i want to report a bug to u directly cause bugcrowd support didnt accpet it my email is mbougherara97@gmail.com

342
M
5 months ago
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User1594Connector
asked in Reporting
Request for Intercom Excel Report with User roles

We need to automatically generate reports with comments for agents or admins, but the Intercom Excel report files do not contain the roles.Could you send us Excel files with the role information for each user?

461
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Intercom Team
6 months ago
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User1594Connector
asked in Reporting
The Intercom Excel report for Desktop has comments with users that don’t match the users and domains in Intercom, but the IDs do.

In this example (Excel report), the comment 'Simplicity' comes from a user Fábio with ID '4740'. However, in Intercom, we have a different username and domain with the same ID. Yesterday, during the review of the May comments, we noticed 4 cases with this issue. Can you fix the problem or provide me with a correct Excel report?

341
E
Intercom Team
6 months ago
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David | io.netNew Participant
asked in Reporting
How do I make a single report with multiple data-sets?

Because Conversations and Tickets seem to have different data sets. I want to create a very simple report that says:> Show me where Agent A, has uniquely closed X number of Tickets & Conversations.I want this on a dashboard. How do I accomplish this? Because when I try to make it, I can very obviously see there is a large(not a trivial one) divide between the counts of “Resolved Tickets”, “Closed Conversations”, and “First Closed Conversations”. I just want it under a single umbrella without having to make 3 unique reports. Is this possible? 

1152
D
7 months ago
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PremDuttaNew Participant
asked in Reporting
Creating a Chart of Number of Users vs. Number of Tickets in Intercom

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

361
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Intercom Team
7 months ago
P
PremDuttaNew Participant
asked in Reporting
Title: Creating a Chart of Number of Users vs. Number of Tickets in Intercom

How can I create a chart showing the number of users versus the number of tickets in the Intercom tool?

231
bernice
Intercom Team
7 months ago
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