Friday reports
Every Friday at about 3pm your time, Supportman posts the week to your main channel and sends each agent their own numbers by DM.
What is in the report
The week runs Saturday to Friday. The team report shows:
- conversations replied to, day by day;
- median first reply, time from assignment, response time and time to close;
- the week's ratings;
- your top support reps, when the ratings breakdown is on.
Each agent with at least one conversation that week also gets a private DM with their own figures. Agents need an Intercom inbox seat and a Slack account with the same email.
Turn it on or off
In the Supportman app in Slack, go to Settings → Weekly report. Send the weekly report turns the whole report on or off, and Include the ratings breakdown adds the ratings and top reps. Both are on by default. The report posts to your main channel.
Timing and timezone
Reports send between 3:00 and 3:20pm on Friday in your team's timezone, which comes from the Slack profile of the person who installed Supportman. If reports arrive at the wrong time, check that person's Slack timezone.
Can I see a report before Friday?
In your first week, the Overview tab of the Supportman app in Slack has a Send me a sample report button. The sample is only visible to you.
An agent didn’t get their DM. Why?
Agents only get a DM if they handled at least one conversation that week and their Intercom and Slack accounts share an email address.
Still stuck?
Email team@supportman.io or use the chat bubble on this page, and a person on the team will help.