Does Intercom Fin report analytics that match what actually happened?
Intercom Fin’s analytics matched the recorded conversation and escalation counts for this period. Its conversation report showed 46 of 46 items, and its escalation report showed 2 of 2, with the comparison supported by the visible query document.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
Product's counts vs our recordsPassEvidence
We read the product's conversation and escalation counts for the test period and compared them with our records; nothing was sent to the agent.
The tool's response has no text to quote: it is what the evidence under Proof shows.
Proof 1 · Screen recording · ▶ 0:04–0:05; ▶ 1:19–1:20; ▶ 2:08–2:10
| ✓ | Expected: The product's numbers agree with ours.Found: The conversation report shows 46 of 46, and the escalation report shows 2 of 2. |
Both report views match the recorded totals, so the product’s numbers agree with the records. The visible filters keep the counts limited to the relevant conversations.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Analytics and observability → | |
| Scenario | Reported analytics match what actually happened → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
Disagree →Something here is wrong — a reference value, a transcription, a grade.
Report an issue →Tell us what changed and we schedule a rerun of the failing test case. The old result stays as history.
Vendor notice →The same record is available as structured data through the AI Demos MCP server, with the counts, the coverage and every per-test-case reason carried as fields.
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