Monitor all relevant Customer Support KPIs from Intercom data
Identify best performing Customer Support employees
Improve the relationship with customers
This report lets you automatically see the total number of open conversations and the breakdown by customer support agent.
It lets you understand if one of your agents is overwhelmed and whether or not you're not serving your customers properly.
You can take action by rebalancing the number of customers per agent, and maybe get other agents to help.
Furthermore, it can help you with capacity planning. You can see how your number of conversations is evolving every week and every month. You can then forecast your future number of conversations and make sure you have enough team members in your customer service team to handle the load.