Intercom: Conversation Metrics

Description

• Each record represents a single row from intercom__conversation_enhanced, enriched with aggregates which determine time to first response, time to first close, and time to last close.

Supported Data Sources

• Intercom

Columns

Type	Name	Description
INTEGER	conversation_id	The id representing the conversation.
DATETIME	conversation_created_at	The time the conversation was created.
DATETIME	conversation_last_updated_at	The date the conversation was last updated at.
STRING	conversation_type	The type of conversation. This includes conversation push facebook twitter and email.
STRING	conversation_initiated_type	How the conversation was initially delivered to the responder.
STRING	conversation_subject	The subject of the conversation created by the initiator.
STRING	conversation_assignee_type	The type of user the conversation is assigned to. If it is not assigned to a user it will return null.
STRING	conversation_author_type	The type of individual who authored the first message. Will be either contact or admin.
STRING	conversation_state	The current state of the conversation (open or close).
BOOLEAN	is_read	Boolean indicating whether the conversation message has been read.
DATETIME	waiting_since	The last time a contact responded to an admin. The time a customer started waiting for a response. Set to null if last reply is from an admin.
DATETIME	snoozed_until	If set this is the time in the future when this conversation will be marked as open.
INTEGER	sla_name	The name of the SLA as given by the teammate when it was created.
INTEGER	sla_status	One of “hit”, ”missed”, or “cancelled”.
INTEGER	conversation_rating	An optional field for the customer to rate the conversation which will be between 1 and 5.
INTEGER	conversation_remark	An optional field to add a remark to correspond to the number rating.
DATETIME	first_close_at	The time of the first conversation part where part_type was 'close' by any author type indicating the conversation was closed.
DATETIME	last_close_at	The time of the last conversation part where part_type was 'close' by any author type indicating the conversation was closed.
DATETIME	first_admin_close_at	The time of the first conversation part where part_type was 'close' by an admin indicating the conversation was closed.
DATETIME	last_admin_close_at	The time of the last conversation part where part_type was 'close' by an admin indicating the conversation was closed.
STRING	all_conversation_tags	String aggregation of all tags associated with the conversation.
STRING	first_close_by_admin_id	The admin_id of the admin who was first assigned to the conversation.
STRING	last_close_by_admin_id	The admin_id of the admin who last closed the conversation.
STRING	first_close_by_author_id	The author_id of the author (of author_type admin, bot, user, etc.) who was first closed to the conversation.
STRING	last_close_by_author_id	The author_id of the author (of author_type admin, bot, user, etc.) who was last closed to the conversation.
STRING	first_contact_author_id	The contact_id of the contact who was first associated with the conversation.
STRING	last_contact_author_id	The contact_id of the contact who was last associated with the conversation before closing.
STRING	first_team_id
STRING	last_team_id
STRING	first_team_name
STRING	last_team_name
STRING	all_contact_company_names	String aggregation of all companies the first_author_contact is associated with.
STRING	all_conversation_admins	String aggregate of all admins that contributed to the conversation.
STRING	all_conversation_contacts	String aggregate of all contacts that contributed to the conversation.
INTEGER	count_reopens	The count of conversation parts where the part_type value was 'open'. Note, a conversation part_type must be manually opened by an admin.
INTEGER	count_total_parts	The count of total conversation parts for a single given conversation. Max parts are 500.
INTEGER	count_assignments	The count of conversation parts where the part_type value contained 'assignment'.
DATETIME	first_contact_reply_at	The time when the conversation author of type user or lead commented in a conversation.
DATETIME	first_assignment_at	The time when the first conversation assignment was made.
INTEGER	time_to_first_assignment_minutes	The time difference (not factoring in business hours) between the conversation creation and the first_assignment_at.
DATETIME	first_admin_response_at	The time when the conversation part author of type admin first commented in a conversation.
INTEGER	time_to_first_response_minutes	The time difference (not factoring in business hours) between the conversation creation and the first_admin_response_at.
INTEGER	time_to_admin_first_close_minutes	The time difference (not factoring in business hours) between the first_contact_reply_at and the first_admin_close_at.
INTEGER	time_to_first_close_minutes	The time difference (not factoring in business hours) between the first_contact_reply_at and the first_close_at.
DATETIME	first_reopen_at	The time of the first conversation part where part_type was 'open' indicating the conversation was reopened.
DATETIME	last_assignment_at	The time of the last conversation assignment.
INTEGER	time_to_last_assignment_minutes	The time difference (not factoring in business hours) between the conversation creation and the last_assignment_at.
DATETIME	last_contact_reply_at	The time of the last contact response within the conversation.
DATETIME	last_admin_response_at	The time of the last admin response within the conversation.
DATETIME	last_reopen_at	The time of the last conversation part where part_type was 'open' indicating the conversation was reopened.
INTEGER	time_to_admin_last_close_minutes	The time difference (not factoring in business hours) between the last_admin_close_at and the first_contact_reply.
INTEGER	time_to_last_close_minutes	The time difference (not factoring in business hours) between the last_close_at and the first_contact_reply.