Availability
Statistics are available in SOLO, PLUS and EXPERT packages. (Legacy: STANDARD, PRO)
Only full-access agents can access statistics of all conversations. Limited access agents can only view statistics related to the conversations they are assigned to.
Table of contents
Overview
The statistics section of Intercom shows the performance of your customer service team. It provides relevant metrics like the number of new conversations, average response time, and rating distribution. These metrics help you understand how well your team is handling customer conversations and where improvements can be made.
Go to: Settings > Operators > Statistics
Agents can view their own stats by navigating to Home > My stats. You can customize the time period using the date picker.
The Statistics page provides several key metrics:
New conversations - Shows the number of new conversations created during the selected time period.
Response time - Shows the average time (in minutes) an agent takes to respond to a message. Only one response per conversation is counted.
First message response time - Shows the average time (in minutes) it takes an agent to send their first message in a conversation (response time to the first customer message).
Rating distribution - Shows the ratings distribution (1 to 5 stars) of conversations that have been rated during the selected period. Only positive ratings (4-5 stars) are considered "Good", neutral ratings (3 stars) are considered "Okay", and negative ratings (1-2 stars) are considered "Bad".
Resolution time - Shows the average time (in hours) it takes to close a conversation from the moment a customer's first message was received.
Conversations handled - Shows the total number of conversations that have received at least one operator message.
Messages sent - Shows the total number of messages sent by agents.
Messages received - Shows the total number of messages received from customers.
Export Conversations
You can export conversation data to keep a record of your team's activity. Simply click Export to download a .csv file containing the data from your statistics table. This exported file will include all the information visible in the table at the time of export.