New and improved reporting features from Intercom

Today We are delighted has announce A exciting together of new abilities, metric, And improvements has THE report features In Intercom. There are NOW dozens of new metric, more customizable chart fashions, And advance tools For better root cause analysis.

HAS This time of huge Driven by AI change For THE customer service industry, It is more important that Never has to have accurate knowledge In THE performance of your customer support team And THE quality of THE service You provide.

According to has OUR recent Customer Service Tendencies Report 2024, A quarter of support teams can't say their current tools enable them has track THE metric that they need has, while 75% of support teams believe that traditional customer service metric are changing as A result of recent developments In AI.

You spoke And We listen – NOW, You can get clear, exploitable knowledge In THE performance of your entire support organization In Intercom, if For individual teammates, the teams, Or THE organization as A entire. Next to these new knowledge, We are unveiling powerful new chart types And chart drill into features that allow users has get at the conversation level knowledge Since graphics And reports.

New metric, more knowledge

THE RIGHT report metric allow You has see THE important signal In THE noise of data. Discover just how these new features will give You THE knowledge You need has to drive increase efficiency.

Teammate performance

There are NOW A painting of new teammate performance metric, unlocking new knowledge In how your team East operation.

Improved performance follow up: These metric enable organizations has monitor And analyze their customer service the team performance more Effectively, identify strengths And areas For improvement. Informed decision making: THE metric provide precious data has support decision making concerning recruitment, training, And generally customer service strategy, Ultimately leading has A more effective And best quality customer experience. Employee engagement And motivation: Follow up these metric can help create A culture of continuous improvement And responsibility. Team mailbox performance

Continuously improvement THE performance of your customer service team requires A accurate preview of how THE team East answer has customer queries.

Measure THE reactivity of A specific team mailbox : THE new functionality allow For THE the measure of A the team reactivity by assess THE time he takes For THE team has act on A conversation Since THE moment he land In their mailbox. Measure THE workload of assigned conversation And THE efficiency of A particular the team mailbox : This new functionality allow You has monitor THE historical assignment of conversation has A the team mailbox And assess THE number of conversation that they participate In And are farm Since that specific mailbox. Team comparative analysis aptitude: THE functionality provides THE ability has reference performance through different the teams, allow comparisons that can emphasize high performers And areas For improvement. New chart types And personalization settings

Your understanding of THE underlying data East only as GOOD as THE representation of that data, which East Why were release A variety of new chart types And bigger control on them.

Improved comparative analysis: THE new features enormously improve THE ability has compare metric on different time periods Or against together marks. This directly addresses THE previous limitation by allowing For more dynamic And complete comparative analysis In custom reports. Bigger flexibility In data presentation: With THE introduction of varied chart types as Donut And area graphics, clients NOW to have A wider range of choice For how they here And visualize their data, moving beyond basic double And bar graphics. More personalized data knowledge: THE addition of custom “percentile” And "sum" aggregation methods allow For more shade data analysis. Users can dive Deeper In their metric, to focus on specific aspects that were not previously highlighted. Aim follow up And performance management: THE "metric targets » functionality provides A direct visual means has together And compare real performance against desired goals Or standards, which East crucial For effective performance management.