> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Agile CRM sentiment settings, Vortex IQ Nerve Centre

> Industry-standard benchmark bands Vortex IQ AI OS uses to flag Agile CRM KPIs as Performing Well or Needs Attention, and how to tune them per company.

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/agile-crm) · [Audit Profile](/nerve-centre/kpi-cards/agile-crm/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/agile-crm/sentiment)**

Vortex IQ **AI OS** ships **industry-standard benchmark bands** for each Agile CRM KPI, so your dashboard flags **Performing Well** or **Needs Attention** the moment you connect. **8** of the 31 Agile CRM cards are sentiment-tuned; the rest are informational (counts, lists, breakdowns) with no good/bad direction.

The benchmarks below are a starting point grounded in industry standards. Adjust any **Good** or **Bad** threshold to match your business and **save it for your company** in **Settings → Dashboard Settings → Sensitivity**.

## How sentiment powers triage

Sentiment turns the dashboard into a focus list. Every KPI is sorted into one of three states you can filter on:

* **Performing** - comfortably inside the good band.
* **Needs Attention** - has breached the band you set. This is where to act.
* **Stable** - within range, or an informational card with no good/bad direction.

Any KPI that has not met its sentiment band is flagged **Needs Attention**, so you go straight to the handful of cards that need action instead of scanning hundreds of charts.

| Card                                                                         | Direction        | Good | Bad | Unit |
| ---------------------------------------------------------------------------- | ---------------- | ---- | --- | ---- |
| [Bounce Rate](/nerve-centre/kpi-cards/agile-crm/bounce-rate)                 | Lower is better  | 2    | 5   | %    |
| [Click-to-Open Rate](/nerve-centre/kpi-cards/agile-crm/click-to-open-rate)   | Higher is better | 10   | 3   | %    |
| [Delivery Rate](/nerve-centre/kpi-cards/agile-crm/delivery-rate)             | Higher is better | 98   | 95  | %    |
| [Email Click Rate](/nerve-centre/kpi-cards/agile-crm/email-click-rate)       | Higher is better | 2    | 0.5 | %    |
| [Email Open Rate](/nerve-centre/kpi-cards/agile-crm/email-open-rate)         | Higher is better | 20   | 10  | %    |
| [Refund Rate](/nerve-centre/kpi-cards/agile-crm/refund-rate)                 | Lower is better  | 2    | 8   | %    |
| [Spam Complaint Rate](/nerve-centre/kpi-cards/agile-crm/spam-complaint-rate) | Lower is better  | 0.1  | 0.3 | %    |
| [Unsubscribe Rate](/nerve-centre/kpi-cards/agile-crm/unsubscribe-rate)       | Lower is better  | 0.5  | 2   | %    |