Intercom Metric
Customer Support
Resolution Time = Conversation Resolved Timestamp − Conversation Created Timestamp
Resolution Time measures the total elapsed time from when a customer opens a conversation in Intercom to when it is marked as resolved. It encompasses first response time, back-and-forth exchanges, internal investigation, and any waiting periods. It is a primary indicator of support efficiency and customer experience.
Full guide: definition, formula, and benchmarksIntercomCustomer SupportAverage Resolution Time
Resolution Time measures the total elapsed time from when a customer opens a conversation in Intercom to when it is marked as resolved. It encompasses first response time, back-and-forth exchanges, internal investigation, and any waiting periods. It is a primary indicator of support efficiency and customer experience.
How to calculate average resolution time
Why average resolution time matters for Intercom users
Customers judge support by how quickly their problem is solved, not just how quickly they receive a first reply. Long resolution times erode trust, increase the likelihood of churn, and consume more agent time per conversation.
For Intercom teams, breaking resolution time into its component phases - first response, active handling, and waiting - reveals where the delays actually occur. Often the bottleneck is not agent speed but internal investigation or awaiting input from other teams.
Understand and act on average resolution time with KPI Tree
Sync conversation lifecycle data from Intercom into your warehouse and compute resolution time in KPI Tree. Decompose it into sub-metrics (first response, active handling, waiting) in your metric tree.
Assign RACI ownership to team leads with SLA targets by priority and topic, and configure alerts when resolution time exceeds thresholds for critical conversation types.
Get started with your Intercom data
MCPPull metrics from Intercom directly through the Model Context Protocol.
Connect your existing warehouse where Intercom data already lands.
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Related Intercom metrics
First Response Time
Customer SupportMetric Definition
First Response Time = First Agent Reply Timestamp − Conversation Created Timestamp
First Response Time (FRT) measures the elapsed time from when a customer initiates a conversation to when they receive the first human reply from a support agent. It is one of the most impactful support metrics because speed of initial acknowledgement strongly influences customer perception of the entire interaction.
Conversation Resolution Rate
Customer SupportMetric Definition
Resolution Rate = Conversations Resolved (Not Re-opened) / Total Conversations × 100
Conversation Resolution Rate measures the percentage of support conversations that are closed and remain closed - without being re-opened by the customer within a defined window. It distinguishes genuine resolutions from premature closures that leave the customer's issue unaddressed.
Customer Satisfaction Score
Customer SupportMetric Definition
CSAT = Positive Ratings / Total Ratings × 100
Customer Satisfaction Score (CSAT) measures the percentage of customers who rate their support experience positively after an Intercom conversation. It is the most widely used indicator of support quality and directly reflects whether agents are meeting customer expectations.
Agent Performance Analysis
Customer SupportMetric Definition
Agent Performance Analysis evaluates individual support agents across multiple dimensions including response time, resolution rate, customer satisfaction scores, and conversation volume handled. It provides a balanced scorecard that avoids over-indexing on speed at the expense of quality.
Explore average resolution time across integrations
All Intercom metrics
Agent Performance AnalysisAgent Utilisation RateArticle Effectiveness ScoreCompany Support TrendsConversation Abandonment RateConversation Channel AnalysisConversation Funnel AnalysisConversation Resolution RateConversation VolumeCustomer Effort ScoreCustomer Journey Support AnalysisCustomer Satisfaction ScoreCustomer Segment Support AnalysisFirst Response TimeHelp Centre Article ViewsMessage Sentiment AnalysisPeak Support Hours AnalysisProactive Support EffectivenessRepeat Contact RateSelf-Service Success RateSupport Cost per ConversationSupport Ticket Escalation RateTag Usage AnalysisTeam Workload DistributionEmpower your team to understand and act on Intercom data
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