---
title: "Intercom's new and improved reporting features - The Intercom Blog"
description: "Intercom has launched new reporting features including 74 new metrics, customizable chart types like donut and area charts, and advanced root-cause analysis tools via chart drill-in. The update is a response to its Customer Service Trends Report 2024, where a quarter of support teams cannot track needed metrics and 75% believe traditional metrics are changing due to AI. New teammate performance metrics enable tracking of individual strengths and improvement areas, while team inbox metrics measure responsiveness, workload history, and allow benchmarking across different teams. Custom aggregation methods such as percentile and sum, along with goal-tracking metric targets, provide more nuanced data analysis compared to basic line and bar charts. The chart drill-in feature lets users click data points to see underlying conversation details and calculations, integrating high-level stats with specific customer interactions."
---

# Intercom's new and improved reporting features - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 19, 2026

**Type:** Announcement

## Summary

Intercom has launched new reporting features including 74 new metrics, customizable chart types like donut and area charts, and advanced root-cause analysis tools via chart drill-in. The update is a response to its Customer Service Trends Report 2024, where a quarter of support teams cannot track needed metrics and 75% believe traditional metrics are changing due to AI. New teammate performance metrics enable tracking of individual strengths and improvement areas, while team inbox metrics measure responsiveness, workload history, and allow benchmarking across different teams. Custom aggregation methods such as percentile and sum, along with goal-tracking metric targets, provide more nuanced data analysis compared to basic line and bar charts. The chart drill-in feature lets users click data points to see underlying conversation details and calculations, integrating high-level stats with specific customer interactions.

## Context

Intercom’s Customer Service Trends Report 2024 found that a quarter of support teams cannot track needed metrics and 75% believe traditional metrics are changing due to AI. Based on customer feedback, Intercom redesigned its reporting features to address these gaps and provide actionable insights within the platform.

## Approach / What changed

Intercom released 74 new metrics covering teammate performance and team inbox performance, new chart types including donut and area charts, custom percentile and sum aggregation methods, metric targets for goal tracking, and a chart drill-in feature that reveals conversation-level data from any chart.

## Takeaways

- New teammate performance metrics allow monitoring of individual strengths and areas for improvement, while team inbox metrics measure responsiveness, workload, and enable benchmarking across teams.
- New chart types such as donut and area charts, along with custom percentile and sum aggregation methods, provide more flexible and nuanced data visualization than basic line and bar charts.
- The chart drill-in feature lets managers click data points to view underlying conversation details and calculations, enabling root-cause analysis without leaving Intercom.

## FAQ

### What new teammate performance metrics does Intercom's reporting now include?

New teammate performance metrics allow monitoring of individual strengths and areas for improvement, supporting informed staffing and training decisions. They also help create a culture of continuous improvement and accountability by tracking employee engagement and motivation.

### How does the chart drill-in feature work?

Users can click on data points in charts to see underlying data, details, and calculations without leaving Intercom. This allows zooming from a high-level overview down to specific conversations, enabling better root-cause analysis and transparency.

### Can you compare performance across different support teams?

Yes, the new team inbox metrics include a team benchmarking capability that allows comparing performance across different teams. This can highlight top performers and areas for improvement by assessing responsiveness, workload, and conversation closure rates.

**Tags:** [Analytics](https://yomu.fyi/topic/analytics), [Customer Service](https://yomu.fyi/topic/customer-service), [Intercom](https://yomu.fyi/topic/intercom), [Reporting](https://yomu.fyi/topic/reporting)

- Source: [Intercom](https://www.intercom.com/blog/launch-new-reporting-features)
- Source URL: https://www.intercom.com/blog/launch-new-reporting-features
- Ingested by Yomu: 2026-10-19T18:00:20.717Z

[Read original post](https://www.intercom.com/blog/launch-new-reporting-features)