Intercom’s reports offer a breakdown of everything important to your business.

Whether you use Intercom for Conversational Marketing, Support, or Customer Engagement. This article breaks down all the available reports, and the information you’ll find in each. Click the links below to jump to a specific section:

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 Resolution Bot resolves most often, and your top articles.

See your Overview report here, or learn more about the metrics in this article.

Lead generation reports

The Leads 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.

See your Leads report here, or learn more about the metrics in this article.

The Sales 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.

See your Sales report here, or learn more about the metrics in this article.

The Custom Bots report offers insight into the impact that Custom Bots have on your lead generation 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 Custom Bots.

See your Custom Bots report here, or learn more about the metrics in this article.

Customer engagement — Messages report

The Customer Engagement 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. 👌

See your Customer Engagement report here, or learn more about the metrics in this article.

Customer support reports

Conversations 🆕

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.

Note: The data in this report used to be on two separate reports; New Conversations and Performance > Volume.

See your Conversations report here, or learn more about the metrics in this article.

Team performance 🆕

This report shows you how conversations are assigned to your teams, how quickly they respond and offers an in-depth look at how your individual teammates are performing.

Nuanced filtering lets you break down team and teammate data in whichever way suits you best. You’ll find:

  • Conversations assigned by team.
  • First reply time by team.

For individual teammates you’ll see:

  • Conversations, assigned, replied to & closed.
  • Their response times, time to close, notes and mentions.
  • CSAT ratings from customers.

See your Team performance report here, or learn more about the metrics in this article.

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.

See your Customer satisfaction report here, or learn more about the metrics in this article.

Responsiveness

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.

See your Responsiveness report here, or learn more about the metrics in this article.

Effectiveness 🆕

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.

See your Effectiveness report here, or learn more about the metrics in this article.

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.

See your Conversation tags report here, or learn more about the metrics in this article.

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.

See your SLAs report here, or learn more about the metrics in this article.

Articles

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.

See your Articles report here, or learn more about the metrics in this article.

Resolution Bot

This report shows you the impact Resolution Bot has on your business. You can measure:

  • Conversations resolved immediately.
  • Customer and teammate hours saved.
  • Conversation coverage.
  • Resolution rate.

See your Resolution Bot report here, or learn more about the metrics in this article.

Custom Bots

This report shows an overview of how effective your Custom Bots are, and can be filtered down to the individual bot level. You’ll find:

  • An engagement summary (Bots Sent, Engaged with & Completed).
  • Conversations assigned to your team.
  • The busiest periods for your Custom Bots.

Note: To report on Custom Bot’s impact on lead generation, like Emails collected, Leads qualified & Meetings booked, see the lead generation report instead

See your Custom Bots report here, or learn more about the metrics in this article.

Exporting reports

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

Export your conversation data now, or find out more about what’s included in this article.

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