---
title: "Metrics"
description: "3 posts about Metrics, summarised, each linking to the original."
---

# Metrics
> 3 posts about Metrics, summarised, each linking to the original.

## Articles

### [Track These 5 Customer Support Metrics to Boost Efficiency](https://yomu.fyi/post/track-these-5-customer-support-metrics-to-boost-efficiency.md)
- Company: [Intercom](https://yomu.fyi/company/intercom.md)
- Published: Oct 8, 2026
- Type: Explainer

The post presents five customer support metrics the author found useful while scaling Intercom’s team to over 15,000 customers. It warns against using data as a crystal ball and advises keeping metrics in perspective. Total conversations reveal support trends but can mislead if used alone. Conversations per teammate per day is central to hiring planning, with Intercom adjusting its target from 35 to 30 as the team grew. Response time should be examined via median and 90th percentile, not just average, and grouped by hour and day to detect understaffed periods. Customer satisfaction is measured through lightweight surveys like a simple Good/OK/Bad link or a Net Promoter Score to anticipate churn.


### [Start Good Trouble: Mastering SaaS metrics with Equals' Bobby Pinero - The Intercom Blog](https://yomu.fyi/post/start-good-trouble-mastering-saas-metrics-with-equals-x27-bobby-pinero.md)
- Company: [Intercom](https://yomu.fyi/company/intercom.md)
- Published: Oct 5, 2026
- Type: Explainer

Equals co-founder and CEO Bobby Pinero joined the Start Good Trouble webinar to discuss how SaaS metrics unlock business potential and tell a compelling story. He argued that spreadsheets remain central despite the explosion of new BI tools, because everything eventually ends up back in a spreadsheet connected to live data. Drawing on seven years as Intercom’s senior director of finance, where he scaled ARR from under $1 million to over $150 million, Pinero highlighted the complexity of early-stage metrics like CAC, LTV, and retention. Equals recently published The Guide to SaaS Metrics to help leaders understand, optimize, and report on key drivers, and Pinero emphasized the need to tailor metrics to the business model and start with the story. He also recommended writing consistently and authentically to clarify ideas and connect with audiences, and noted that horizontal products require narrowing down use cases to scale effectively.


### [Tag, You're It: Using MongoDB Labels To Drive DataDog Business Logic](https://yomu.fyi/post/tag-you-re-it-using-mongodb-labels-to-drive-datadog-business-logic.md)
- Company: [MongoDB](https://yomu.fyi/company/mongodb.md)
- Published: Oct 5, 2026
- Type: Announcement

MongoDB Atlas’s integration with DataDog now sends custom cluster-level labels as tags on DataDog metrics objects, allowing users to organize and categorize monitoring data in meaningful ways. Users define key-value labels in MongoDB at the cluster level using the Data API or configuration endpoints, and these labels automatically appear as tags in DataDog. These tags can filter metrics in the Metrics Explorer, group data for dashboards, and set alert priorities based on attributes such as environment, application, or region. For instance, tag-based monitors can trigger a P2 alert for production clusters exceeding query targeting thresholds while assigning lower priority to non-production clusters. This enhancement, available on Atlas M10 cluster tiers and higher, leverages existing MongoDB labeling infrastructure to improve observability and drive business-specific alerting and dashboarding logic.