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Understanding reporting datasets
Understanding reporting datasets

Get a better understanding of how Intercom Reporting data is organized and structured.

Mark O'Donovan avatar
Written by Mark O'Donovan
Updated over a week ago

Your Intercom data is organized into various datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts. Refer to this article to gain a better understanding of the differences between the datasets, and to familiarize yourself with the definitions of various metrics and attributes


Available reporting datasets

This table describes the datasets that are available within Intercom reporting.

Dataset Name

Object

Description

Conversation

This dataset provides details at the conversation level, including the conversation ID, its current state, the communication channel used, and the assignee. It focuses on the overarching aspects of a conversation but does not cover individual conversation actions.

Conversation

This dataset captures teammate interactions with Fin AI Copilot on your workspace. It allows you to understand how Fin AI Copilot is being used by teammates during conversations.

Conversation Action

This dataset captures detailed actions undertaken during the lifetime of a conversation, such as assignments, closures, and replies. It provides a granular view of the interactions within each conversation.

Conversation Action

This dataset tracks the historical SLA (Service Level Agreement) status of conversations, offering insights into whether individual conversations met or missed their SLA targets.

Ticket

This dataset provides details at the ticket level. It includes data such as ticket ID, the state of the ticket, ticket type, and the current assignee. This dataset focuses on the overall aspects of a ticket but does not include individual ticket action items.

Handling period

This dataset provides information regarding the duration for which teammates engage with conversations.

Status period

This dataset provides information on the time spent by teammates in different Help Desk statuses, offering insights into the time management of team members across various work statuses.

Call

This dataset provides information at the call level. It includes data such as call ID, the state of the call, call type and participants involved. It captures the general overview of a call but does not cover specific actions taken during the call.

Call

This dataset provides information regarding the duration for which teams engage with calls.

Call

This dataset provides information regarding the duration for which teammates engage with calls.


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