Your Intercom data is organized into various datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts. Refer to this article to gain a better understanding of the differences between the datasets, and to familiarize yourself with the definitions of various metrics and attributes
Available reporting datasets
This table describes the datasets that are available within Intercom reporting.
Dataset Name | Object | Description |
Conversations | Conversation | This dataset provides details at the conversation level, including the conversation ID, its current state, the communication channel used, and the assignee. It focuses on the overarching aspects of a conversation but does not cover individual conversation actions. |
Conversation State | Conversation State | This dataset provides details at the conversation state level, including open conversations, snoozed conversations, and reopened conversations. |
Conversation Rating | Conversation Rating | This dataset provides details at the conversation rating level, including the conversation rating id, the conversation rating, the conversation rating remark and type of agent rated in the conversation (Teammates, Fin AI Agent, chatbots). |
Conversation actions | Conversation Action | This dataset captures detailed actions undertaken during the lifetime of a conversation, such as assignments, closures, and replies. It provides a granular view of the interactions within each conversation. |
Conversation SLA | Conversation Action | This dataset tracks the historical SLA (Service Level Agreement) status of conversations, offering insights into whether individual conversations met or missed their SLA targets. |
Teammate handling | Handling period | This dataset provides information regarding the duration for which teammates engage with conversations. |
Teammate status period | Status period | This dataset provides information on the time spent by teammates in different Inbox statuses, offering insights into the time management of team members across various work statuses. |