What does it do?

The Intercom connector is a standard inbound connector, collecting conversation data and agent status (via the Playvox WFM app for Intercom) from Intercom to input into the forecasting, analytics, and realtime adherence tracking.

Connector Summary

The Intercom connector for Playvox WFM:

• Captures agent activity as they work on conversations
• Provides a view of the agent's currently scheduled tasks and start times
• Allows agents to update their task status directly in Intercom
• Synchronizes agent availability in Intercom based on their currently selected task

How is Handle Time Calculated for Conversations in Intercom?

Handle time recorded in Playvox is not passed to us from Intercom; instead we calculate it ourselves. Handle time is calculated for an agent while they are focused on a conversation, and is captured at the time a reply or note is posted against the conversation. 

If an agent moves from one conversation to another in Intercom, the effort on the new conversation will not be included in the original conversation's handle time, but would apply to the in-focus conversation.

If an agent navigates to another tab or window (outside of Intercom) while a conversation is still in-focus, handle time will still be calculated for the time they are in the other window/tab.  (This is useful if an agent is researching something related to a conversation, so their effort in doing so is still recorded as handle time against the conversation.)

Workstream Mapping in Playvox

Playvox will receive conversation metadata from Intercom, which can be used to map conversations to Workstreams in Playvox.  This metadata currently includes:  Channel, AppId and Tags