Intercom app

Using fully customizable layouts, advanced filters, and access controls, you have everything you need to track performance and make smarter decisions.

Intercom reports explained

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

Reporting datasets

Reporting definitions to help you understand the datasets, metrics and attributes available in Intercom reports.

Reporting metrics & attributes

Gain a comprehensive understanding of team performance, channel effectiveness, and customer satisfaction, all in one place.

Holistic overview report

Beth-Ann Sher

Mark O'Donovan

Eric Fitzgerald

Monitoring, analyzing and optimizing your support operation with real-time performance data.

Reports

Use reporting to visualize and explore your team’s calling activity.

Calls reporting

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

Conversation tags reporting

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

Conversations reporting

Get a holistic view of customer satisfaction across all support channels, teammates, AI agents, and chatbots.

Surveyed CSAT reporting

Measure how effectively your teams handle conversations over time.

Effectiveness reporting

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

Fin AI Agent reporting

Analyze and report on how Copilot is used by teammates in your workspace.

Copilot reporting

See how quickly your team respond to, and close conversations with responsiveness reporting.

Responsiveness reporting

Review your team’s performance against your Service Level Agreements.

SLAs reporting

Check in on how each team inbox is performing with accurate metrics and insights.

Team inbox performance reporting

Check in on teammate performance with accurate metrics and insights.

Teammate performance reporting

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

Tickets reporting

Track how long tickets sit with each team and teammate, count handoffs, and visualize ticket paths with the Tickets lifecycle prebuilt report.

Tickets lifecycle report

See how often Fin loops in a teammate for input on email replies, and how those loops resolve.

Human in the loop reporting

Dawn Perrott

Report templates

Freedom to select exactly what data and visuals are most relevant to your needs.

Create a custom report

Use specific chart types and options to visualize conversation or ticket data that’s important to your business.

Custom report chart types and options

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

Troubleshooting custom reports

Complete list of filters and conditions for all metrics available on our datasets to generate SQL with an LLM.

Dataset filters & conditions for SQL generation with LLMs

Learn how to save filter combinations on custom reports, apply them in one click, and manage them across your workspace.

Save and reuse report filters

Reference guide for the Fin AI Agent escalation reporting attributes — escalated reason and escalated by — available in custom reports, filters, and groupings.

Escalation reporting metrics & attributes

Build your own metrics in Reports — filter a built-in metric or divide one by another to track the numbers that matter to your team. Available on contracted plans.

Custom metrics explained

Use this article to create formula metrics in Reports: custom metrics that add, subtract, multiply, or divide up to six metrics, each with its own filters. Readers should already know…

Build custom metrics with formulas

Michelle Faughnan

Custom reports

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

Conversation topics report

Alek Toumert

Conversation topics

How to control access to reports you create in Intercom.

Report sharing and access controls

Easily export your conversation content and data to further analyze your team's performance.

Export your conversations data

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

Export your tickets data

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

Reporting metrics for REST API and CSV exports

Easily share time-stamped report snapshots with anyone—no Intercom login or authentication is required.

Share reports externally

Easily schedule the sharing of your Intercom reports with anyone - no login or seat needed.

Schedule sharing your reports externally

Export all of your customer conversations data to Amazon S3 or Google Cloud Storage with data export.

Export conversations data to cloud storage

Learn how to create or use an existing GCS bucket for your conversations data export.

Configure Google Cloud Storage bucket for conversations data export

Learn how to create or use an existing container for your conversations data export.

Configure Azure Blob Storage container for conversation data export

Use this article to include teammate and activity log data in your scheduled cloud storage exports — so you can run access reviews, security monitoring, and data governance workflows alongside…

Export teammate and activity log data to cloud storage

Jacob Cox

Sharing, downloading & exporting

Legacy reports set to be deprecated on April 7, 2025.

Legacy reports explained

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

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

Customer engagement overview

Examine aggregate open, unsubscribe, bounce and spam rates for your email messages.

Email deliverability report

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

Leads report

Understand and measure how your Workflows and automations are performing.

Workflows report

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

Sales report

Liam Keegan

Legacy reports

Reporting FAQs

Understand how to use chart drill-in on your reports for deeper analysis behind the data.

How to use chart drill-in

Learn how to use teammate filters in your reports and custom report charts.

How to use teammate filters in reports

Use this article to apply office hours to your reporting metrics, understand which metrics support the Within office hours option, and find workarounds when the option isn't available for the…

How to use office hours in reporting

Learn how these metrics are calculated and used for reporting on team productivity and efficiency.

Understanding "per active hour" metrics in reporting

Average Adjusted Handling Time tracks only the moments your teammates are genuinely active — giving you a more accurate picture of performance.

How to use Average Adjusted Handling Time

Matthew Pelyhes

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Track the progress of all tickets and conversations related to your company.

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Track the progress of all tickets related to your company.

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Create your workspace and invite the people you work with.

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Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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