Connect to IntercomTrack Agent CSAT Performance in Intercom
Team-level CSAT is a lagging indicator. By the time a low team average shows up in reports, you have missed weeks of coaching opportunities. Agent-level visibility — in Slack as ratings arrive and in Friday per-agent reports — lets you intervene early and praise consistently.
Exporting agent reports
- 1Open Intercom Reports → Customer satisfaction and filter or export by assignee.
- 2Sort agents by CSAT to identify low and high performers.
- 3Schedule 1-on-1s with agents at either end of the spectrum.
The problem: Monthly exports mean a month of missed coaching. High performers go unrecognized. Low performers repeat mistakes for weeks.
With Supportman
Every CSAT rating in Slack shows the assignee on the conversation. Team leads see wins and misses as they happen — and Friday per-agent DMs summarize volume, response time, and emoji ratings for the week.
- Connect Supportman to your Intercom workspace and Slack (OAuth, two clicks).
- Ratings post to your channel with the assignee on each message — praise good scores in the thread, route 🙁 😠 😐 to a DSAT channel on Pro and above.
- Every Friday, each agent gets a personal report DM with their week's stats; the team report in-channel shows who led on IQS.
Intercom attributes each rating to the assignee — Supportman surfaces that in real-time Slack posts and weekly per-agent reports so coaching stays specific and timely.
Is agent attribution accurate if a conversation was handled by multiple agents?
Supportman shows the assignee on the conversation when the rating arrives — the same attribution Intercom uses in its own reports. If ownership changed before close, that assignee is who appears in Slack.
Can agents see their own ratings in Slack?
Yes — if agents are in the channel where ratings post, they see their own scores. Some teams use that for self-coaching; others route dissatisfied ratings to a DSAT channel leads watch so negative scores do not broadcast to the full team.
Do Friday reports break down CSAT by agent?
Yes. Every Friday, each active agent gets a personal DM with conversations handled, median first reply, median time to close, and a 7-day emoji ratings summary. The team report posted to your channel includes the same metrics across the whole team.