Intercom

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

Intercom reports explained

Definitions for conversation and ticket metrics, date filter timestamps and attributes in Intercom reports.

Reporting metrics & attributes

See your top performing bots and messages, your team’s performance, where new people and conversations come from, and more.

Overview report

Beth-Ann Sher

Katerina Maniataki

Ivan

Measuring the performance of your teams, messages, articles and automations.

Reports

Report on exactly the conversation or ticket data that’s important to your business.

Create a Custom Report

Using office hours in reporting

How to use Team metrics to measure the performance of a team inbox with Custom Reports.

Report on team inbox performance

Seeing unexpected results in reports? Find out why in this article.

Troubleshooting custom reports

Custom reports

Easily export your conversation data from your Inbox reports to further analyze your team's performance.

Export your conversations data

Easily download as a PDF, or automatically receive the Conversations or Responsiveness report by email.

Download or subscribe to reports for easy sharing

Get a closer look at conversations or export conversations and chart data as a CSV.

Explore your custom report data

Reporting metrics that can be calculated using our REST API and CSV exports.

Reporting metrics for REST API and CSV exports

Easily export your ticket data from your Inbox reports to further analyze your team's ticket support.

Export your tickets data

Jacob Cox

Mark Sheldon

Downloading & exporting

Find out how Fin is performing in conversations and impacting your resolution rates.

AI Chatbot report

Understand and measure how your Workflows and automations are performing.

Workflows report

Automation

Track and understand the topics your customers chat about and improve customer satisfaction.

Conversation topics report

Conversation topics

Use the dedicated Calls report to visualize and explore your team’s calling activity.

Calls report

Track your new inbound conversations, busiest periods and biggest customer issues, and optimize your support.

Conversations report

See how quickly your team respond to, and close conversations with the Responsiveness report.

Responsiveness report

Measure and compare how each of your teams perform, and the volume of conversations they participate in.

Team performance report

Measure how effectively your teams handle conversations with the Effectiveness report.

Effectiveness report

Explore the reasons your customers get in touch, and monitor trends in the topics that come up.

Conversation tags report

Review your team’s performance against your Service Level Agreements with the SLAs report.

SLAs report

Explore your tickets report and create your own custom reports using ticket data.

Tickets report

Phil

Human support

See how your Help Center Articles are performing and find out how to improve them and what to write next.

Articles report

Understand how your customers get help, and the impact of Proactive and Self-serve support.

Conversational Support report

Identify which articles need work and use customer feedback to improve them

Use conversation data to improve articles

Proactive

See how many leads your team generates, their median response time and more.

Leads report

Track your Sales team’s performance and Intercom's impact on your revenue.

Sales report

Get insights into message performance, deliverability, over-messaging and more.

See how your messages are performing

Liam Keegan

Other reports

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Track the progress of all tickets related to your company

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