Discrepancies between Intercom and Geckoboard

New conversations

If you're displaying the "New conversations" Intercom widget, you may have noticed discrepancies between the data displaying on your widgets and on Intercom Reporting.

Why is this happening?

Our "New conversations" metric isn't comparable to the "New conversations" metric you see on Intercom Reporting.

Our metric counts the number of new conversations started by an inbound message. By way of comparison, Intercom's metric counts the number of new conversations, grouped by the date the conversation started. Intercom's conversations start either when a customer sends a new inbound message or responds to an outbound bot, auto message, or Help Center article.

Our "New conversations" metric is comparable to the "New inbound conversations" metric on Intercom Reporting.

Median time to close / Median first reply time

If you're displaying the Intercom widgets "Median time to close" or "Median first reply time", you may have noticed discrepancies between the data displaying on your widgets and on Intercom Reporting.

Why is this happening?

The discrepancy is due to differences in the formula Intercom uses to calculate these metrics versus how we calculate them.

Intercom's formula for both "Median time to close" and "Median first reply time" includes 'out of office' hours.

However, our formula doesn't include this datapoint because 'out of office' hours are not available through Intercom's API. This is why our data is different.

What now?

We've submitted a feature request to Intercom and are waiting for more news.

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