Connect to IntercomBuild an Agent Performance Dashboard in Slack for Intercom Teams
Agent performance dashboards in Intercom are comprehensive but passive — they require a login, a navigation step, and a mental model of what you are looking for. A weekly Slack digest with the same data, in the channel where your team works, drives more action.
The Intercom Reports approach
- 1Log into Intercom, navigate to Reports → Team.
- 2Review agent performance metrics.
- 3Export and share with team leads who need them.
The problem: Sharing Intercom Reports requires every team lead to have Intercom access and the habit of checking regularly. Most teams have neither consistently.
With Supportman
Agent performance data — conversations handled, CSAT score, and first response time — arrives in Slack weekly without any manual work from team leads.
- Enable agent performance digest in Supportman settings.
- Weekly post shows each agent's key metrics and week-over-week change.
- Team leads have coaching data without leaving Slack.
Can I see individual agent performance or only team-level data?
The weekly digest includes both team-level totals and individual agent breakdowns, sorted by the metric you configure.
Is agent performance data visible to all Slack channel members?
The data is visible to everyone in the channel. Most teams post agent-level data to a leads-only channel to keep it out of the general support channel.