The support metrics Intercom shows you. And the ones it doesn't.
- Median and p90
- Period comparison
- No exports
Intercom Reports gives you volume. You need outcomes.
Volume tells you how busy you are.
Not whether the work is good. Two teams at 200 conversations can live opposite realities: delighted customers or silent churn.
Median FRT hides the extremes.
It looks fine. The p90 shows the customers who wait the longest, the ones who leave.
Fin's details stay hidden.
You see its resolution rate, not its wrong resolutions or the topics where it always fails.
Six dashboards, zero exports.
Volume and trends
Inbound volume over time, compared to the previous period, with spikes flagged.
SLA and response times
FRT and resolution at median and p90, reopens. By team and by agent.
Fin and humans
What Fin handles, what it escalates, what it resolves alone, and where it fails.
Workload per agent
Conversations per agent and per period, to see who is overloaded.
Backlog
Open and snoozed by age: under a day, 1 to 3, 3 to 7, over 7. By agent and by source.
Top requesters
The contacts and companies generating the most volume, by plan and by segment.
Your outbound content, finally measured.
Intercom surveys, emails, series and product tours: opens, clicks, completion, and the funnel all the way to paid.
What nobody measures, every month.
ResponZ sees it in 30 seconds, without reading a single conversation.