Teammates play a crucial part in every conversation and ticket handled for your customers. Intercom offers a wide range of attributes that you can filter, segment, and view by when creating charts in custom reports to help you better understand teammate participation and its impact on the overall customer experience.
Use this article to understand and effectively utilize the various teammate attributes and how they can be used to filter charts for your specific reporting use case.
Introduction to chart level teammate filters
Teammate filters can be categorized into four main types, each serving a unique purpose.
Teammates currently assigned: This option identifies teammates currently assigned to ongoing conversations or tickets. They are used for tracking real-time workloads and identifying who is handling customer interactions at any given moment.
Teammates who performed an action: This category tracks actions historically taken by teammates within conversations, such as replying, writing a note, assigning a conversation to another teammate or closing conversations. These filters are valuable for analyzing historical participation and assessing operational efficiency.
Teammates the action was performed on: These filters focus on teammates who are recipients of specific actions, like being mentioned in a conversation, or having conversations assigned to them or being rated by a customer. They offer insights into teammate involvement and the dynamics of collaborative processes.
Teammates assigned at the time of an action: This category identifies teammates assigned to a conversation when a significant action occurred. These filters are key in understanding accountability and responsibility during critical customer service moments.
For a comprehensive understanding of which filters can be applied across our various metrics, see our detailed reporting metrics and attributes article.
Teammate currently assigned
Filter Name | Definition | Datasets Available On |
Teammate currently assigned | Filter conversations based on the teammate currently assigned to them. | Conversation, Conversation Part, Ticket, Teammate handling, SLA |
Common use cases
Scenario: Assess the current workload of a particular teammate to ensure balanced distribution of work.
How to apply:
Select metric: Select the “new conversations” metric.
Apply 'Teammate currently assigned' filter: Focus on the specific teammate in question.
Scenario: Understand the current volume of snoozed conversations assigned to a specific teammate, providing a clear picture of their workload and how they are managing deferred tasks.
How to apply:
Select metric: Select the “new conversations” metric.
Apply 'Teammate currently assigned' filter: Focus on the specific teammate in question.
Apply 'Conversation state' filter to 'Snoozed': Isolate only the snoozed conversations.
Teammate who performed an action
Filter Name | Definition | Datasets Available On |
Action taken by | The teammate who performed a specific action(assignment, reply, note and close) in a conversation. | Conversation Part |
Call teammate | The teammate who had a call with the customer | Call |
Teammate replied to | The teammate who has provided a reply to the conversation | Conversation Ticket SLA Teammate handling |
First closed by teammate | The teammate who first closed the conversation | Conversation |
Last closed by teammate | The teammate who last closed the conversation | Conversation |
Teammate first replied | The teammate who first replied to the conversation | Conversation |
Common use cases
Scenario: Evaluate the productivity of a team member by assessing the number of unique conversations they have closed within a specific time frame, like a month.
How to apply:
Select metric: Choose the 'Closed conversations' metric to focus on the completion of conversations.
Apply 'Part created by' filter: Set this filter to the specific teammate to isolate conversations they have actively closed.
Scenario: Determine how quickly a specific team member is initially responding to new conversations, providing insight into their responsiveness and customer engagement.
How to apply
Select metric: Choose the 'Teammate first response time' metric. This metric measures the time taken by a teammate to make their first reply in a conversation.
Apply 'Part created by' filter: Set this filter to the specific teammate. This will isolate it down to only the conversations where the selected teammate provided the first reply
Teammate the action was performed on
Filter Name | Definition | Datasets Available On |
Teammate assigned | Filter by the teammate who has been assigned to the conversation at any point during the reporting period | Conversation Part |
Teammate rated | The teammate who was given the CSAT rating. It is determined by the last teammate to reply to the conversation before it is rated. | Conversation |
Teammate mentioned | The teammate who was mentioned in the internal note. | Conversation part |
Common Use Cases
Scenario: Understand the workload distribution by measuring the number of conversations assigned to a specific teammate within a certain period.
How to apply:
Select metric: Choose the 'Conversations assigned' metric. This metric sums the total number of unique conversations assigned to a teammate.
Apply 'Teammate assigned' filter: Set this filter to the particular teammate in question. This action narrows down the data to show only the conversations assigned to that specific teammate.
Scenario: Assess the effectiveness of a teammate in servicing customers, as reflected by the CSAT they receive.
How to apply:
Select metric: Choose the 'CSAT' metric. This metric provides a score of customer satisfaction based on feedback received after interactions.
Apply 'Teammate rated' filter: Set this filter to the specific teammate. This will focus the analysis on the CSAT scores related to conversations where this teammate was the last to reply before the conversation was rated
Teammate assigned at the time of action
Filter Name | Definition | Datasets Available On |
Teammate assigned at part creation | The teammate who was assigned to the conversation when the part was created | Conversation Part |
Handled by teammate | The teammate who handled the conversation. | Teammate Handling |
SLA attributed to | The teammate who was assigned at the time the SLA was evaluated | SLA |
Common use cases
Scenario: Assess a teammate's productivity by determining the number of conversations they effectively managed, which are automatically closed by the workflow system.
How to apply:
Select metric: Opt for the 'Closed conversations' metric. This will track the total number of conversations closed in the system.
Apply 'Teammate assigned at part creation' filter: Set this filter to the specific teammate. This action isolates conversations that were assigned to this teammate at the time of a conversation being closed
Scenario: Determine the average duration a teammate spends actively handling a conversation, providing insights into their time management and efficiency.
How to apply:
Select metric: Choose the 'Handled by teammate' metric. This metric tracks the time spent by a teammate actively working on a conversation.
Apply 'Handled by teammate' filter: Set this filter to the specific teammate in question. This isolates the conversations where this teammate was actively involved.
Introduction to report level teammate filters
Report level filters allow for the quick application of the same filter across all charts in a report, streamlining the analysis process and ensuring consistency in data evaluation.
There are 4 different teammate filters that can be used at the report level:
Filter Name | Definition |
Teammate
*Recommended for most use cases
| Teammate is a dynamic filter that adjusts filtering criteria across all charts based on predefined teammate attributes within each metric.
See this article for more details about which filters are used for each metric when this option is selected.
|
Teammate currently assigned | Filter conversations based on the teammate currently assigned to them. |
Teammate replied to | The teammate who has provided a reply to the conversation. |
Teammate rated | The teammate who was given the CSAT rating. It is determined by the last teammate to reply to the conversation before it is rated. |
In cases where there's no matching data for the applied filter, the charts will display a "No Data" state.
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