It’s easy to understand your team’s workload and your customers’ biggest issues in the 'new conversations' report. The report gives you three key insights - 

  • How many conversations your team receive 
  • When your team is busiest
  • What topics your customers are talking about the most 

Manage your team’s workload

You can track how many new inbound conversations you’re handling over time, so you can identify long-term growth trends. You’ll be able to see if you need to streamline your support process, hire more staff or tackle recurring spikes in volume.

The previous date range is also shown alongside the current one, so you can compare two periods:

Note: It’s important that you can easily compare the same days with each other across weeks. To compare two weeks like-for-like, you need to set the time range to be divisible by 7 days (i.e. 14 days, 84 days, 210 days etc). For example, if you select a period that’s not divisible by 7, such as 12 days, the days of each week won’t line up with each other correctly.

You can gauge your team’s workload for any period up to a year, using the date range filter: 

You can also filter your reports by tag, continent or country to see the trends for specific types of conversations, or those from specific regions:

Filter new conversations by channel

On certain Intercom plans you can also filter this report by "channel":

Channels are the different ways that customers can start a conversation with you:

Selecting one (or multiple) channels as a filter gives you deeper insight into when and how your new conversations are starting.

Customize the way conversations are grouped

By default this report shows conversations grouped by time period, like the day or week. For a different view, you can choose to group new conversations by continent, country or channel.
To change the grouping, click the gear icon:

Then, select the grouping you'd like to see, and save your changes:

In this example we chose "Continent", and now the report is grouped accordingly:

Note: Customized grouping is only available on certain Intercom plans. See our plans and pricing here.

Tackle the busy periods

It's easy to check what days and times get the most new conversations, so you can make sure you have enough teammates available to manage the busy periods.

‘New inbound conversations per hour’ breaks down your new conversation volumes by day of the week and time of day.

What’s next?

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