Analytics and Reporting

Intercom offers many reporting tools that can offer many valuable insights on a team level, which can allow you to obtain much information on how the team is performing and identify places for improvement. This helps the leadership to make informed decisions.

The effectiveness report can show how effective the communication was between clients and support agents. There are many filtering options to ensure correct and informative data.

The teammate performance report shows how any individual teammate is performing on a day to day basis or in any given time period. This helps in identifying performance deficit points and helps to improve performance.

The SLA report shows the performance of the SLAs set. It shows how much of the SLA has been maintained, how much has been missed and at which time.