> ## 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.

# Crisp audit profile, Vortex IQ

> What the Vortex IQ Crisp health audit checks: Crisp: Findings Follow-Through, Backlog Health & Revenue-at-Risk

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

Crisp is the merchant's live-chat inbox AND the place Vortex IQ writes audit findings back to (tagged vortexiq:finding). This audit answers four questions: (1) is the auth/token healthy and pointed at the right website, (2) are Vortex IQ findings actually being resolved (resolution rate) or abandoned (>14d no movement), (3) is the backlog under control - by priority, status, blocked, oldest-open, unassigned, and operator overload - and (4) when findings stall, is the unfixed problem tied to a commerce sibling losing revenue (the abandoned-finding → revenue-dip link)?

## What this audit checks

### Authentication & access

* Plugin token (identifier:key) valid - auth on /website/{website_id}/operators/list returns 200
* X-Crisp-Tier header correct (plugin vs user) for the supplied token
* website\_id resolves to a real Crisp website the token can read
* Token scopes cover conversations read + segments write (for finding tagging)

### Findings follow-through

* VortexIQ findings open (pending/unresolved, segment vortexiq:finding) above 20 - backlog turning into a graveyard
* Finding resolution rate (90d) below 50% - audit pipeline creating more than the team absorbs
* Abandoned findings (>14d no activity) above 5 (warn) / 15 (critical)
* Avg time-to-fix above 14 days (sustained)
* Bot-only resolutions inflating resolution rate (resolved with zero human messages)

### Backlog & capacity

* Oldest open conversation older than 90 days
* Unassigned open conversations above 5 (warn) / 20 (critical)
* An operator carrying more than 10 open conversations (overloaded)
* Blocked conversations above 3 (warn) / 8 (critical)
* Highest+High priority more than 50% of the open backlog (queue top-heavy)

### Flow & throughput

* Weekly resolved count dropped more than 25% versus the prior week
* Avg cycle time degraded more than 25% week-over-week
* Avg lead time above 14 days (queue wait dominating)
* Sprint velocity dropped more than 20% versus prior period
* Mid-sprint scope add above 15% (committed follow-up being preempted)

### Cross-channel: revenue-at-risk (the killer area)

* Abandoned Vortex IQ findings (>14d) whose audit\_finding maps to a live commerce/ads/payment regression - the unfixed problem is still costing money (sibling = commerce/ads/payment connector via vortexiqFindingId)
* Finding resolution rate below 50% sustained while a commerce sibling shows a 1-3% trailing revenue dip - follow-through failure tied to revenue
* High-priority findings open >14d that reference checkout / payment / inventory problems the commerce sibling confirms are still active
* Findings concentrated on one audit module (e.g. payment, inventory) the team cannot resolve - route to the owning connector for a structural fix

## Severity thresholds

| Signal                                 | Warn | Critical |
| -------------------------------------- | ---- | -------- |
| `cri_vortexiq_findings_abandoned`      | 5    | 15       |
| `cri_vortexiq_finding_resolution_rate` | 75   | 50       |
| `cri_vortexiq_findings_open`           | 20   | 40       |
| `cri_oldest_open_ticket_age`           | 30   | 90       |
| `cri_unassigned_tickets`               | 5    | 20       |
| `cri_blocked_tickets`                  | 3    | 8        |

## Data sources

* `GET https://api.crisp.chat/v1/website/{website_id}/operators/list` - Auth probe + operator inventory (team capacity)
* `GET https://api.crisp.chat/v1/website/{website_id}` - Website sanity (name/domain) + tier check
* `GET https://api.crisp.chat/v1/website/{website_id}/conversations/{page_number}` - List conversations - state counts, segments (priority + vortexiq:finding), assignee, ages
* `GET https://api.crisp.chat/v1/website/{website_id}/conversation/{session_id}/meta` - Per-conversation meta - assigned operator, segments, timestamps
* `GET https://api.crisp.chat/v1/website/{website_id}/conversation/{session_id}/messages` - Message timeline - last\_activity\_at, first-response/resolution timing, human-vs-bot detection