Intercom dashboard examples

This Intercom agent leaderboard dashboard has been created to motivate the team to meet their goals. The goals they’re focused on are; keeping First Response Time (FRT) below 15 minutes, and keeping Time to Close beneath two and half hours.

In the top left corner of the dashboard there’s today’s average FRT as well as a leaderboard to show each individual agent’s average FRT. Also included in this group is the number of unassigned conversations. When unassigned conversations go over a certain amount it makes it more likely for the team to miss their FRT goal, so it’s important to keep a close eye on this number.

Beneath this data is a line chart sharing closed conversations for the week by agent. This allows everyone to see their performance in closing tickets across the week compared to the rest of the team.

Including direct comparisons by agent (such as the leaderboard and line chart) is a great way to motivate team members and often spurs on friendly competition.

The main portion of the dashboard takes KPIs for each agent and breaks down their performance beneath a photo of themselves. Over the years we’ve often heard that including photos of the team really helps boost engagement with dashboards, and therefore the metrics being displayed.

This dashboard is an example of how Geckoboard can pull together metrics from across different parts of your support operation, to make monitoring important metrics easier.

Loosely based on Intercom’s team performance reporting, it’s designed to give a quick indication of how the team is performing as a whole. First response time is a particular focus here, with widgets on the left of the dashboard showing today’s FRT alongside the trend for the week, and with a breakdown by channel.

In the middle of the dashboard, a manager (or the team itself) can easily see how many conversations have been closed during the week in total and by each teammate, as well as average time to close.

Finally, to the right of the dashboard are a few metrics showing help centre performance. Unlike Intercom’s built-in reports, it’s possible to add data from different sources to the same dashboard - Google Analytics in this case - to help teams access the metrics that matter in a glance

This inbox performance dashboard gives managers and teammates a real-time view of how their team inbox is performing throughout the day, and would be ideal to display on a large screen or TV.

Eyes are naturally drawn to New conversations in the bottom left of the dashboard, which also breaks conversation volume out by tag for some extra detail.

Above are large widgets that let the team monitor time to close, first reply time and First assignment to close time during the day, enabling them to make sure they’re matching expectations.

Rounding out the dashboard, a number of widgets show more detail around the current flow of conversations being dealt with by the team, including how many conversations son are currently snoozed or remain unread, and what today’s average satisfaction score is.