Important distinction — Messages vs. Conversations: This report tracks conversations as the unit of measurement. In Neona's workflow, conversations are closed after each reply. Each new customer message counts as a new incoming message. The Intercom API provides conversation-level data; the numbers below reflect conversation counts.
Weekly Breakdown
New vs. Closed Conversations (Weekly)
Cumulative Backlog Trend
Conversation Categories
Source Channel Distribution
Incoming Conversations by Day of Week
Issue Type Analysis — Back-and-Forth by Category
Based on Fin AI Anfrageart attribute. Sorted by reopen rate (most problematic first).
Defect Sub-Types (Problemtyp)
For conversations classified as Reklamation. Higher parts = more back-and-forth per issue.
Employee Comparison Overview
Side-by-side agent performance comparison with color-coded metrics.
Agent Performance Breakdown
Based on last_closed_by across all conversations in this period.
AI in the Inbox — Dual-System Architecture
Fin Resolution Opportunity — Where AI Can Close the Gap
Categories with the lowest reopen rates are prime candidates for Fin AI to resolve autonomously instead of escalating.
Year-over-Year Comparison
Advisor Note — Close-After-Every-Reply Workflow
Backlog Burndown — Scenario Projections
How to read this chart: The burndown shows projected open backlog over the next 30 days under each scenario. "Current pace" assumes today's incoming/closing rates remain constant. The +10% and +20% scenarios model what happens if team throughput increases.
Staffing Calculator
Working day based calculations (Mon–Fri). Adjust inputs below to model different scenarios.
e.g. +20 = 20% more volume
0 = use actual rate from data
Performance Indicators
Metric Definitions
New Incoming Messages
All conversations created within the period assigned to the Customer Support team inbox.
Closed Conversations
Every conversation in "closed" state created within the period. In Neona's workflow, a conversation is closed after each reply is sent.
Currently Open Messages
Conversations currently in "open" state at the time of report generation. These are awaiting a response.
Backlog (Net Difference)
New incoming minus closed conversations. Positive = backlog growing. Negative = shrinking.
First Contact Resolution (FCR)
Percentage of closed conversations with zero reopens. Higher FCR indicates issues resolved on first contact without follow-up.
Conversations Closed per Hour
Total closed conversations divided by total business hours (working days x hours/day) in the period.