Contact reasons / support categories
| Reason | Conversations | Share |
|---|
Month-over-month trend (last 6 months)
| Month | Chats | Emails | Customers | Chat min | Email min | Zoom sessions | Zoom min | Total min | Avg 1st response | CSAT |
|---|
Conversations in this period
| Date | Channel | Customer | Reason | Handling | Zoom | Backend | Total min | 1st response | Rating | State | Transcript |
|---|
Handling minutes are calculated automatically from the conversation timeline (active time between messages, idle gaps excluded; email replies capped per reply). If an agent logs "Handling minutes" in Intercom, that value overrides the automatic one. Zoom and Backend minutes come only from the attributes agents log at close.