Intercom Analytics
Everything Intercom measures. And everything it doesn't.
- Volume, FRT, reopens
- Workload per agent
- Sentiment and backlog
Conversations · 30 days+6%
758Fin average score81/100
Team average score87/100
6
documentation gaps detected
Intercom Reports vs ResponZ
Intercom Reports gives you volume. You need outcomes.
| Metric | Intercom Reports | ResponZ |
|---|---|---|
| Volume and trend vs previous period | Yes | Yes |
| Median and p90 FRT, per agent | Yes | Yes |
| Resolution rate, and what “resolved” means | Yes | Yes |
| Answer quality score | No | Yes |
| Reopen rate, by period and by agent | Limited | Yes |
| Backlog by age | No | Yes |
| Positive, neutral, negative sentiment | No | Yes |
| Full Fin and human flow | Limited | Yes |
| Workload per agent, per period | Limited | Yes |
| Knowledge base gaps | No | Yes |
| Churn signals | No | Yes |
ResponZ doesn't replace Intercom Reports. It adds the layer that leads to action.
Six dashboards, ready on connection
Six readings of your support.
Volume and trends
Inbound volume compared to the previous period. Spot spikes early, understand seasonality.
SLA and response times
FRT and resolution at median and p90, reopen rate. By team and by agent, CSV export in one click.
Fin and human flow
What Fin handles, what it escalates, what closes without an answer, what reopens.
Backlog
Open and snoozed conversations, by age and by agent. Who carries the most unresolved.
Sentiment
Positive, neutral, negative across every conversation, and which way it's trending.
Top requesters
The contacts, companies and plans generating the most volume.
ResponZ adds quality, reopens per agent, the Fin and human breakdown, sentiment trends and churn signals.