> ## 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. # Conversations Handled by Agent, Intercom > Count of conversations each agent participated in or closed over the window. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Support](/nerve-centre/connectors#connectors-by-type) > Count of conversations each admin handled (replied to or closed) over the window, grouped by agent. ## At a glance > **Conversations Handled by Agent** is a Support Performance metric tracked from your Intercom workspace. It is the simplest fairness check in the support stack: how many conversations did each agent actually touch this week? For a lean Blitz team it answers "is the load even?", catches the agent quietly carrying the queue while others coast, and gives every other agent-level card its denominator. A resolution time or CSAT figure means nothing until you know whether it sits on 200 conversations or 12. This card carries no sentiment key and no alert — it is context, not a verdict. | | | | --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The number of conversations each admin handled in the window — replied to and/or closed — grouped by agent. Derived from conversation parts authored by each admin and the closing admin. | | **Sample type** | API-derived from the Intercom Conversations endpoint, attributing each conversation to the admins who participated. | | **Why it matters** | Volume is the denominator for every other agent metric. It exposes uneven load distribution, who is absorbing surges, and where capacity is genuinely thin. | | **Reading the value** | Higher is not "better" — it is just busier. Compare bars against each other and against contracted hours. Roughly even bars mean balanced routing; one tall bar means someone is carrying the team. | | **Currency** | number | | **Time window** | `7D` | | **Alert trigger** | — | | **Sentiment key** | none | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Intercom data. Vortex IQ scans conversations active in the trailing 7 days and attributes each one to the admins who handled it — those who authored a reply part and/or performed the close. The card renders one horizontal bar per agent. A single conversation touched by two agents is credited to both, so the bars reflect involvement rather than a strict one-conversation-one-owner split. There is no threshold or alert on this card; it exists to give the other Support Performance cards their context. ## Worked example *A representative reading for Blitz over 7 days.* The card shows Priya at 142 conversations, Jordan at 138, Sam at 131, and Alex at 47. At a glance Alex looks underused — but read alongside [Resolution Time by Agent](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent), Alex's median resolution is far higher because Alex owns warranty and escalation cases that take much longer each. The volume gap is by design. The genuinely useful signal here is that Priya, Jordan, and Sam are within \~10% of each other — routing is balanced for the everyday queue. If next week one bar jumped to 220 while the others fell, you would suspect a routing rule broke or a teammate was out. Use Vortex Mind to see how each agent's handled count splits by tag, and Ask Viq to answer "who handled the most chats during Saturday's sale?" ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | ------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- | | [`ic_resolution_by_agent`](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent) | Volume is the denominator for an agent's resolution speed — never read one without the other. | | [`ic_csat_by_agent`](/nerve-centre/kpi-cards/intercom/csat-by-agent) | Tells you whether high volume came at the cost of satisfaction. | | [`ic_workload_by_team`](/nerve-centre/kpi-cards/intercom/workload-by-team) | Rolls individual handled counts up to the team level. | | [`ic_busiest_hours`](/nerve-centre/kpi-cards/intercom/conversation-volume-by-hour) | Shows when the volume each agent absorbed actually arrived. | | [`ic_avg_parts`](/nerve-centre/kpi-cards/intercom/avg-replies-per-conversation) | More replies per conversation means each "handled" count is heavier work. | ## Reconciling against the vendor's own dashboard **Where to look in Intercom's own dashboard:** Open **Reports → Teammate performance** and look for "conversations replied to" or "conversations closed" per teammate. The exact label depends on whether you want participation or ownership counts. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------- | -------------------------------------------------------- | | **Replied-to vs closed.** Vortex IQ counts conversations an agent *handled* (replied to or closed); Intercom's report may show only one of those. | Variable | Match the metric definition before comparing. | | **Shared conversations.** A conversation touched by two agents is credited to both in Vortex IQ; a vendor "closed by" report credits one. | Vortex IQ higher | Decide whether you want involvement or ownership counts. | | **Window boundary.** Vortex IQ uses a rolling 7-day window; the vendor view may use calendar weeks. | Variable | Align the date range. | **Cross-connector reconciliation:** this card is most useful as the denominator for [Resolution Time by Agent](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent) and [CSAT by Agent](/nerve-centre/kpi-cards/intercom/csat-by-agent). For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Conversations Handled by Agent update?** The card refreshes on the standard data refresh (typically every 30-60 minutes for live integrations). For a real-time read, force a manual refresh from the dashboard. **Q: Why does my Intercom report show a different number?** The usual causes are the replied-to vs closed definition, shared-conversation double-crediting, and window boundary (rolling vs calendar week). Match these before assuming a real divergence. **Q: Does a high bar mean an agent is performing well?** No — it only means they were busy. Pair it with Resolution Time by Agent and CSAT by Agent to judge performance. **Q: Why does this card have no alert?** Volume on its own is neutral. It exists to give the other agent-level cards their context, so there is nothing to threshold here. The actionable alerts live on the resolution, reopen, and SLA cards. *** ### Tracked live in Vortex IQ Nerve Centre *Conversations Handled by Agent* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.