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