We've been adding tons of new features and metrics to help you dive deeper into reporting, measuring and tracking everything that's important to your Support team.

See below for the latest reporting updates.

You can now report on customer satisfaction ratings for your teammates, Fin AI Agent, and chatbots, providing a comprehensive view of customer satisfaction.

As teammates now work alongside Fin AI Agent and chatbots, measuring customer satisfaction is essential.

The new Conversation Rating dataset offers specific metrics and attributes for CSAT and DSAT, including CSAT request and response rates. With more detailed and insightful reporting capabilities, you can pinpoint areas for improvement across all forms of support. Learn more here.

With this change we have moved and updated the names of some metrics and attributes on the Conversation dataset to the new Conversation Rating dataset. Learn more here.

An 'Edit Sidebar' feature has been added to the navigation of the reporting section. You can now customize which reports are visible to your teammates in the sidebar and organize them into folders. Learn more here.

There are 2 new chart types available in Custom reports, including a heatmap and bar chart. Learn more here.

A new export to CSV feature has been added to the Chart Drill-In feature and to charts on select pre-built reports.

A new filtering option has been introduced in the teammate filters, enabling you to filter based on team membership. For example, with the "Teammate is" filter, you can select "is a member of Team X". This will display only the conversations assigned to the current members of Team X.

Team membership can be configured in the Teams & roles section under Settings.

The "First response time (excluding bot inbox time)" metric has been added to the teammate comparison table in the Teammate performance report. This addition allows you to see the time it takes for teammates to send their first response, even if you don't use assignment rules.

In order to reduce confusion around metric definitions, we have updated the name of the below metrics and attributes to be more descriptive of what they actually measure.

These metrics can be found in both Custom reports and in the Teammate performance and Team inbox performance reports.

Metrics updated:

We have updated the name of one of our teammate attributes to make it clearer and more precise in reflecting its actual purpose.

Attribute updated:

You can now explore new attributes and metrics of conversation ratings in the Conversation Rating dataset. With more detailed and insightful reporting capabilities, you can pinpoint areas for improvement across all forms of support.

With this change we have moved and updated the names of some metrics and attributes on the Conversation dataset to the new Conversation Rating dataset.

Metrics moved and renamed:

Attributes moved:

Attributes not moved, only renamed:

The chart Options tab contains more settings which allow you to customize certain elements of a chart. Learn more here.

A reporting dataset is a systematically organized collection of data, categorized by specific objects such as conversations, tickets, and calls.

Your Intercom data is now organized into various datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts. Learn more here.

There is a new button called “Chart Drill-in” in the Actions and Explore dropdown lists on Custom reports.

Learn how to utilize this feature in both your report level view and chart level view.

A new pre-built teammate performance report allows you to quickly check in on how individual teammates are performing, or for teammates themselves to self assess their own performance across a variety of key performance metrics. Learn more here.

New teammate activity, productivity, and responsiveness metrics and filters are available through the chart builder in Custom reports, allowing you to analyze and optimize your team's performance more effectively. Learn more here.

The "Teammate performance report" template is available in Custom reports for you to easily utilize these new metrics.

The new pre-built Team inbox performance report focuses on assessing how your team handles incoming issues within the team inbox to provide you with instant access to accurate metrics and insights for data driven decisions. Learn more here.

Custom reports has 3 new metrics to help you measure and report on team inbox performance. Learn more here.

New team metrics

New "Team assigned" attribute

In addition to the team metrics above, we've added a "Team assigned" attribute which allows you to filter and/or segment by the team that was assigned the conversation at the point of each action. Learn more here.

New "Team" filter

There's also a new report level filter called “Team” that will apply the team assigned filter to charts in a Custom report 👇

The "Within office hours" checkbox option is now available for global and teammate Custom report metrics. Learn more here.

You will now see the timezone setting at the top of your Custom report. Simply click on the timezone and select your preferred option. Learn more here.