Use Intercom's Adjusted Teammate Handling Time for Accurate Staffing
W
Win Cutrer
I should be able to use Intercom's Adjusted Teammate Handling Time metric in Assembled to reflect true agent capacity usage, not total elapsed chat duration.
This means:
Assembled should ingest and use Intercom’s Adjusted Teammate Handling Time (from the Teammate Handling dataset) instead of the current “first reply to final message” elapsed duration.
Handle Time should reflect only the active time agents spend working, excluding long idle gaps from customer delays, snoozes, or parked states.
Staffing models should be based on capacity-consuming time, not total chat lifecycle duration.
Why this matters:
Chat work is bursty and asynchronous—elapsed time overstates real agent workload.
Using inflated handle time leads to systematic overstaffing, higher costs, and inaccurate forecasts.
Native support for Intercom’s adjusted metrics would reduce manual workarounds and improve trust in staffing outputs.
Y
Young Tuna
We did additional validation with Intercom and confirmed they support adjusted handling time metrics designed to exclude idle time. These metrics are exposed in Intercom reporting datasets:
Adjusted conversation handling time
Available under the Conversation dataset
Adjusted teammate handling time
Available under the Teammate handling dataset
Reference: https://www.intercom.com/help/en/articles/12053507-understanding-adjusted-average-handling-time-aaht
For our WFM use case, we want to forecast agent workload, not end-to-end conversation duration. Since adjusted conversation handling time spans conversation creation to close, the metric we need for staffing inputs is Adjusted teammate handling time.
This is a gating dependency for our staffing model. Assembled Handle Time for Intercom chats currently reflects elapsed time between first agent reply and the final message in the conversation, which includes snoozed time, customer silence, and other waiting periods.