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Intercom reports explained
Intercom reports explained

Use Intercom reporting to measure and understand how your Automation, Conversations, Human support, and Proactive support are performing.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Intercom reporting provides a comprehensive breakdown of everything important to your business. Whether you use Intercom for Automation, Human support, Proactive support, or all three!

Managing your reports

You'll find all your reporting here in Reports.

Custom reports

Create your own Custom report by using the ➕ at the top of the page. Custom reports are the best way to get exactly the data you need, the way you want to view it.

Discover which metrics are available in Custom reports.

Any Custom reports you create will be saved under My reports.

Favorite reports

You can also save any prebuilt reports to My favorites by clicking the heart icon at the top of a report for quick access to your most used Intercom reports.

Exporting reports

If you require a more detailed breakdown of your conversation or ticket data, or would like to archive it for record keeping purposes, you can also export a CSV in a given date range.

Prebuilt Intercom reports

Overview report

This report gives a high level overview of what’s going on in your Intercom workspace:

  • People — See your new users and leads and how they’ve interacted with your team.

  • Conversations — See new inbound messages & replies to your outbound content.

  • Performance — Monitor how quickly your team respond, and how satisfied your customers are.

  • Self-service Support — Find the questions that Custom Answers resolve most often, and your top articles.

In the Customer Support Overview report, when looking at "Teammates" chart, the "Summary of teammates" row is not affected by team filters. It will show the median response time and CSAT for all teammates, regardless of which filter is selected.

Go to your Overview report now, or learn more about the metrics.


Conversational Support report

This report shows you the impact you're having at each stage of The Support Funnel. There are three stages in the funnel:

  • Proactive support — Getting ahead of known problems before customers reach out.

  • Self-serve support — Answering repetitive questions automatically, with bots and articles.

  • Human support — Quickly resolving complex issues one-on-one.

Go to your Conversational Support report now, or learn more about the metrics.

Fin AI Agent report

This report shows you the impact Fin AI Agent has on your business. You can measure:

  • Fin AI Agent’s involvement in all conversations.

  • The answer rate, deflection rate, and resolution rate of conversations in which Fin AI Agent is involved.

  • Fin AI Agent’s impact over time.

  • Breakdown of resolved and unresolved conversations.

  • List of conversations Fin AI Agent didn’t provide an answer for.

Go to your Fin AI Agent report now, or learn more about the metrics.

Workflows report

This report offers insight into the impact that Workflows have on your automation efforts. You’ll find:

  • An engagement summary (Bots Sent, Engaged with & Completed).

  • Emails collected.

  • Leads created in Salesforce.

  • Leads disqualified.

  • Meetings booked.

  • Conversations assigned to your team.

  • The busiest periods for your Workflows.

Go to your Workflows report now, or learn more about the metrics.

Conversation topics


Topics show a visual breakdown of the topics your customers chat about. Take a deep dive into each conversation topic to understand how your team performs when handling different topics.


Suggestions use machine-learning to give you a head-start on which topics to track. They are potential groupings of conversations that share similar keyphrases.

Human support


This report gives you insight into your team’s workload, the issues your customers are facing and the state of your inboxes.

With dynamic filters, you can see the following data, organized by team, topic, channel and more:

  • New conversations (inbound, and in reply to messages or bots).

  • Conversations replied to and individual replies sent.

  • Closed, open & snoozed conversations.

  • Busiest periods for new conversations.

Go to your Conversations report now, or learn more about the metrics.

Note: Only conversation that have end-user replies will be included in the reports. Conversations that are teammate initiated and have no user responses will not be included in any reporting.

Conversation tags

This report presents the total number of tagged conversations over time, and the number of conversations with specific tags. You’ll get an overview of any trends, and can easily export the report.

Go to your Conversation tags report now, or learn more about the metrics.

Customer satisfaction

This report shows you all conversation ratings and remarks from customers, so you can celebrate your high performers, and help those who might need some coaching. Advanced filtering enables you to see how your team performs on different topics or conversation types.

Go to your Customer satisfaction report now, or learn more about the metrics.


This report lets you see how effectively your support team handles conversations over time. It highlights:

  • Conversations replied to.

  • Closed conversations on first contact.

  • Teammate replies to close a conversation.

  • Reassignments.

  • Time to first assignment.

  • Time from first assignment to close.

Go to your Effectiveness report now, or learn more about the metrics.


This report offers a quick overview, and a more in-depth look at your team’s response times and time to close conversations. Responsiveness is broken down by channel, day and hour.

Go to your Responsiveness report now, or learn more about the metrics.

SLAs (Service Level Agreements)

This report gives you insight into where your team is meeting or missing your SLA targets.

You’ll see:

  • Periods where targets are hit or missed.

  • Performance against each target over time.

  • Success rate for meeting customer expectations.

Go to your SLAs report now, or learn more about the metrics.

Team inbox performance

This report is a one stop shop for support managers to check in on how each team inbox is performing. This report focuses on assessing how your team handles incoming issues within the team inbox to provide you with instant access to accurate metrics and insights for data driven decisions.

Go to your Team inbox performance report now, or learn more about the metrics.

Teammate performance

This report allows support managers to check in on how individual teammates are performing, or for teammates themselves to self assess their own performance across a variety of key performance metrics. It offers instant access to accurate metrics and insights for data driven decisions.

Go to your Teammate performance report now, or learn more about the metrics.


This report shows an overview of your team's ticket handling, and can be filtered down to individual ticket types, on a team or teammate level. You’ll find:

  • Median time to resolve

  • Median time in submitted

  • Median time in progress

  • Median time in waiting for customer

  • Median time to resolve by date

  • Median time to resolve by team

  • Median time to resolve by teammate

  • New tickets

  • Resolved tickets

  • New vs resolved tickets by week

  • Ticket volume by assigned team

  • Ticket volume by assigned teammate

Go to your Tickets report now, or learn more about the metrics.

Proactive support


This report sheds light on how your help content is performing, so that you can improve the self-serve support experience for your customers. It shows:

  • A summary of article views.

  • Search terms with no results.

  • Which articles start conversations and get reactions.

Go to your Articles report now, or learn more about the metrics.

Other reports

Leads report

This report gives a clear look at how your team is generating new leads with Intercom. You’ll see:

  • New leads generated through the Messenger.

  • Your team’s first response time to leads.

  • Which messages are bringing in the most new leads.

  • How many leads have been created in Salesforce from Intercom’s Salesforce app.

Go to your Leads report now, or learn more about the metrics.

Sales report

This report is most useful with Intercom’s Salesforce app and shows you:

  • Meetings booked through Intercom.

  • Time to close opportunities.

  • Revenue influenced by Intercom (Opportunities, Pipeline & Closed won).

  • Deals influenced by Intercom.

  • Conversions by message and page.

  • Teammate’s sales performance.

Go to your Sales report now, or learn more about the metrics.

Engagement report

This report lets you see how your ongoing messages are performing, whether your messages are sending as expected and if any users have received too many messages.

The report shows:

  • Messages sent over time.

  • Message volume by user.

  • Message performance.

  • You can also export your message statistics as a CSV.

Go to your Engagement report now, or learn more about the metrics.


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