> ## 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. # Intercom KPIs, Vortex IQ Nerve Centre > Every Intercom support KPI the Vortex IQ Nerve Centre tracks: 35 metrics covering conversations, first-response and resolution time, CSAT, SLA, backlog, and revenue-at-risk. **[Nerve Centre KPIs](/nerve-centre/kpi-cards/intercom) · [Audit Profile](/nerve-centre/kpi-cards/intercom/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/intercom/sentiment)** Vortex IQ Nerve Centre tracks **35** KPI pulses for Intercom. Each metric has its own page: definition, calculation, why it matters, and what to do when it moves. The Intercom connector brings the Vortex IQ **AI OS** to teams running Intercom as their **customer-support inbox** — the conversation, messaging, and ticketing layer between a store and its customers. The **Nerve Centre** tracks 35 KPI pulses focused on the questions a support or CX lead asks every morning: *is anything breaching our first-response SLA right now*, *how fast are we replying and resolving by team and agent*, *is CSAT holding*, and *is the backlog growing*. Key Metrics alerts cover **SLA breaches**, **unanswered conversations**, **CSAT**, and the cross-platform kill-shots that tie support load to revenue — **support spikes on failed Adyen payments**, **complaints on out-of-stock SKUs**, and **high-value customers left waiting**. **Vortex Mind** investigates when first-response slips or CSAT dips; **Ask Viq™** answers in plain English with citations back to the source card. | Card | Metrics type | Category | Chart | | ----------------------------------------------------------------------------------------------------- | ------------------ | ------------------------------- | --------------- | | [Support Health Score](/nerve-centre/kpi-cards/intercom/support-health-score) | Key Metrics | Executive Command Centre | gauge | | [Open Conversations](/nerve-centre/kpi-cards/intercom/open-conversations) | Key Metrics | Executive Command Centre | kpi | | [Unanswered (awaiting first reply)](/nerve-centre/kpi-cards/intercom/unanswered-awaiting-first-reply) | Key Metrics | Executive Command Centre | kpi | | [Median First-Response Time](/nerve-centre/kpi-cards/intercom/median-first-response-time) | Key Metrics | Executive Command Centre | kpi | | [CSAT](/nerve-centre/kpi-cards/intercom/csat) | Key Metrics | Executive Command Centre | gauge | | [New Conversations Today](/nerve-centre/kpi-cards/intercom/new-conversations-today) | Supporting Metrics | Executive Command Centre | kpi | | [First-Response Time by Team](/nerve-centre/kpi-cards/intercom/first-response-time-by-team) | Supporting Metrics | Support Performance | bar\_horizontal | | [Median Resolution Time](/nerve-centre/kpi-cards/intercom/median-resolution-time) | Supporting Metrics | Support Performance | kpi | | [Resolution Time by Agent](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent) | Supporting Metrics | Support Performance | bar\_horizontal | | [Conversations Handled by Agent](/nerve-centre/kpi-cards/intercom/conversations-handled-by-agent) | Supporting Metrics | Support Performance | bar\_horizontal | | [Reopen Rate](/nerve-centre/kpi-cards/intercom/reopen-rate) | Supporting Metrics | Support Performance | kpi | | [First-Response SLA Attainment](/nerve-centre/kpi-cards/intercom/first-response-sla-attainment) | Supporting Metrics | Support Performance | gauge | | [Workload by Team](/nerve-centre/kpi-cards/intercom/workload-by-team) | Supporting Metrics | Support Performance | donut | | [Conversation Volume by Hour](/nerve-centre/kpi-cards/intercom/conversation-volume-by-hour) | Supporting Metrics | Support Performance | heatmap | | [Conversation Volume Trend](/nerve-centre/kpi-cards/intercom/conversation-volume-trend) | Supporting Metrics | Conversation Intelligence | area | | [New vs Closed](/nerve-centre/kpi-cards/intercom/new-vs-closed) | Supporting Metrics | Conversation Intelligence | dual\_axis | | [Open Backlog Trend](/nerve-centre/kpi-cards/intercom/open-backlog-trend) | Supporting Metrics | Conversation Intelligence | line | | [Volume by Channel](/nerve-centre/kpi-cards/intercom/volume-by-channel) | Supporting Metrics | Conversation Intelligence | donut | | [Top Topics (Tags)](/nerve-centre/kpi-cards/intercom/top-topics-tags) | Supporting Metrics | Conversation Intelligence | bar\_horizontal | | [Snoozed Conversations](/nerve-centre/kpi-cards/intercom/snoozed-conversations) | Supporting Metrics | Conversation Intelligence | kpi | | [Avg Replies per Conversation](/nerve-centre/kpi-cards/intercom/avg-replies-per-conversation) | Supporting Metrics | Conversation Intelligence | kpi | | [Open Tickets](/nerve-centre/kpi-cards/intercom/open-tickets) | Supporting Metrics | Conversation Intelligence | kpi | | [CSAT Trend](/nerve-centre/kpi-cards/intercom/csat-trend) | Supporting Metrics | Customer Satisfaction | line | | [CSAT by Agent](/nerve-centre/kpi-cards/intercom/csat-by-agent) | Supporting Metrics | Customer Satisfaction | bar\_horizontal | | [Negative-Rated Conversations](/nerve-centre/kpi-cards/intercom/negative-rated-conversations) | Supporting Metrics | Customer Satisfaction | table | | [Rating Response Rate](/nerve-centre/kpi-cards/intercom/rating-response-rate) | Supporting Metrics | Customer Satisfaction | kpi | | [Support Spike on Failed Payments](/nerve-centre/kpi-cards/intercom/support-spike-on-failed-payments) | Key Metrics | Cross-Platform: Revenue at Risk | kpi | | [Complaints on Out-of-Stock SKUs](/nerve-centre/kpi-cards/intercom/complaints-on-out-of-stock-skus) | Key Metrics | Cross-Platform: Revenue at Risk | table | | [High-Value Customer Waiting](/nerve-centre/kpi-cards/intercom/high-value-customer-waiting) | Key Metrics | Cross-Platform: Revenue at Risk | table | | [Support Contacts per 100 Orders](/nerve-centre/kpi-cards/intercom/support-contacts-per-100-orders) | Supporting Metrics | Cross-Platform: Revenue at Risk | kpi | | [SLA Breaches (live)](/nerve-centre/kpi-cards/intercom/sla-breaches-live) | Key Metrics | Alerts & Anomaly Detection | alert\_list | | [Oldest Open Conversation](/nerve-centre/kpi-cards/intercom/oldest-open-conversation) | Supporting Metrics | Alerts & Anomaly Detection | kpi | | [Unassigned Open Conversations](/nerve-centre/kpi-cards/intercom/unassigned-open-conversations) | Supporting Metrics | Alerts & Anomaly Detection | kpi | | [Volume Spike](/nerve-centre/kpi-cards/intercom/volume-spike) | Supporting Metrics | Alerts & Anomaly Detection | kpi | | [CSAT Drop Alert](/nerve-centre/kpi-cards/intercom/csat-drop-alert) | Supporting Metrics | Alerts & Anomaly Detection | kpi | *Appendix space for FAQs, reconciliation guidance, or cross-connector notes specific to this connector. Replace this block when authored.*