Custom Reports
The sum aggregation returns as 0, is that expected behavior?
The sum aggregation returns as 0, is that expected behavior?
Yes, when you have no conversations the sum aggregation returns as 0.
Why does the donut chart always show the ‘Other’ group?
Why does the donut chart always show the ‘Other’ group?
This is to ensure that the donut chart compares relationships accurately by showing all ‘slices’ of the attribute they are viewing by. You can bump up the number of slices by changing the "Show top value" beside the attribute you’re viewing by.
Can I enable View by ‘Show Other’ for charts other than the donut chart?
Can I enable View by ‘Show Other’ for charts other than the donut chart?
No, only donut charts support showing the "Other" grouping for the attribute being viewed by at this time.
How can I create a stacked line chart?
How can I create a stacked line chart?
You can do this by creating an area chart and setting the stacked toggle to "On".
When using the metric "New conversations", and filtering by User tag, I can still see conversations with users that have tags added. Why?
When using the metric "New conversations", and filtering by User tag, I can still see conversations with users that have tags added. Why?
For the metric "new conversations", we take a snapshot of the first message in the conversation to populate data in the report. If the tag was added to the user profile after the conversation started, the conversation will still be added to the report.
Why doesn't the summary row value add up to the sum of all the rows?
Why doesn't the summary row value add up to the sum of all the rows?
The summary row is a roll-up of the selected metric, recalculated at an aggregate level. It is not a sum or average of the rows in the table. This approach ensures the most accurate and relevant insights for overall performance.
For example, for the "Closed conversations" metric it represents the count of unique conversations closed. The summary row displays the total number of unique conversations closed over the specified date range, following the metric's definition. If it was to sum up the values in the rows below it, then it would often have a higher count as a single conversation might be closed by multiple teammates.
Why do I see a number discrepancy when changing the View By based on time for reports?
Why do I see a number discrepancy when changing the View By based on time for reports?
In Intercom Reports, each conversation will only count once. So for example, if you have a conversation with multiple replies spanning over a number of days during the a week, once you segment the report per week, that conversation will only show once in the results. However, if you segment the report by day, the conversation will show for each day. This is why you might see a higher number when selecting hours or days.
Team performance
How can I set up a Display Unit to showcase live statistics for agent performance and overall performance daily?
How can I set up a Display Unit to showcase live statistics for agent performance and overall performance daily?
Intercom does not have a direct method to set up a Display Unit for live statistics. However, you can use an external screen share and display a reporting page such as the Real-Time Dashboard or the Customer Support Overview Report to showcase agent performance and overall performance daily.
How can I see if a teammate has been actively replying to messages?
How can I see if a teammate has been actively replying to messages?
To see if a teammate has been actively replying to messages, you can either:
Use the Real-time Dashboard feature in Intercom. This dashboard includes a metric for 'Active teammates' which provides information about teammates with a given status, including time on status and total active. To access this information, you would click on the Teammates tab in the Real-time Dashboard to see more details about the teammates' activity.
Use Teammate status period dataset metrics in custom reports. This will help you identify the period your teammates have been in active status. You can also combine with other charts to see how many conversations were replied to on an hour/daily/weekly/monthly basis using Conversation actions dataset.
Analyzing data
How can I export and analyze data older than 3 years?
How can I export and analyze data older than 3 years?
You can export conversations from within 2 years in the Intercom UI. For conversations older than 2 years, you can use the Conversations API to extract full conversations. First, list the conversations, and then use GET for individual conversation ID's here.
Exporting conversations older than 2 years cannot be done through your workspace, it requires use of the API.
What is a conversation action?
What is a conversation action?
A conversation action refers to specific actions performed within a conversation. These include tasks such as assignments, replies, and closing conversations. For example, using Chart Drill-In for the "replies sent" metric will display the replies sent by teammates to end users within the selected date period. By clicking on the action ID, you can preview the specific message sent.
How is company data handled in a CSV export when a user is part of multiple companies?
How is company data handled in a CSV export when a user is part of multiple companies?
Where there are multiple companies, the values are all exported separated by commas.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts