CSAT (% positive, 4-5★ conversation ratings) split per Intercom admin over 30 days, ranked so you can spot the strongest and weakest performers.
At a glance
CSAT by Agent is a customer-satisfaction metric tracked from your Intercom workspace. It takes the same positive-rating percentage as the headline CSAT gauge and attributes each rating to the admin who handled the conversation, then ranks them as a horizontal bar chart. For a small Blitz support team this is the difference between knowing satisfaction is slipping and knowing whose queue it is slipping on. Use it to recognise your best agents, target coaching where it counts, and protect the customer experience as you scale headcount.
| What it counts | For each Intercom admin (agent), the percentage of their rated conversations scored positive (4-5★) over the last 30 days. The rating is attributed to the admin recorded on the rated conversation — typically the assignee or the admin who sent the reply being rated. Agents with no rated conversations in the window are omitted. |
| Sample type | API-derived from the Intercom conversations endpoint joined to admins. Vortex IQ reads each conversation’s conversation_rating and its assigned/handling admin, then groups positive-share by admin. |
| Why it matters | Team-wide CSAT can sit at a healthy 88% while one agent quietly runs at 64% and drags the average. This card surfaces that variance so you can coach early, share what your top performers do well, and avoid routing high-stakes conversations to a queue customers consistently rate poorly. |
| Reading the value | Scan the ranked bars top to bottom. Anyone below the 70% alert line needs attention — but always read it next to that agent’s volume; a 60% score on five rated conversations is noise, while 60% on eighty is a pattern. Confirm volume against Conversations Handled by Agent. |
| Currency | percent |
| Time window | 30D |
| Alert trigger | <70% |
| Sentiment key | csat |
| Roles | owner, operations |
Calculation
For each admin, Vortex IQ counts their conversations rated 4-5★ in the last 30 days and divides by all their conversations carrying any rating (1-5★) in that window. The result is a per-agent positive share, sorted descending for the bar chart. The <70% alert fires for any agent whose positive share falls below the floor (subject to a minimum sample so a single bad rating does not trip it). Unrated conversations are excluded — an agent’s bar reflects only the customers who chose to rate them.Worked example
A representative reading of CSAT by Agent for the Blitz support team. The ranked bars show Priya at 94% (61 rated), Tom at 91% (58 rated), Jordan at 88% (47 rated), and Sam at 66% (52 rated). Sam’s bar sits below the 70% line and trips the alert. Volume is comparable across the team, so this is not a small-sample artefact — it is a real gap. You open Sam’s negative-rated threads from Negative-Rated Conversations and find a pattern: fast first replies, but a habit of closing conversations before the customer confirms the issue is solved, which is generating low scores and reopens. The fix is coaching, not headcount. You pair Priya with Sam for a week and re-check the card. To trace whether the low scores cluster on a topic or a shift, open Vortex Mind; to ask “show me Sam’s 1-2★ conversations this month” in plain English, use Ask Viq.Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
ic_csat_score | The team-wide headline this card decomposes — read the average, then find who moves it. |
ic_csat_trend | When the team trend dips, this card tells you whether the slide is broad or one agent. |
ic_handled_by_agent | Always read CSAT-by-agent next to volume so you do not over-react to a small sample. |
ic_resolution_by_agent | Slow resolution and low CSAT often travel together — check both per agent. |
ic_reopen_rate | A low-CSAT agent who also reopens a lot is closing conversations prematurely. |
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: In Intercom, open Reports → Team performance (or Customer satisfaction with the teammate breakdown enabled) and set the range to the last 30 days. The per-teammate satisfaction column reports the same positive share of ratings Vortex IQ ranks here. You can also filter the Inbox by teammate and rating to read the underlying conversations. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Attribution rule. Vortex IQ attributes a rating to the conversation’s handling/assigned admin; Intercom may attribute by the teammate who sent the specific part being rated, or by current assignee. | Variable | Confirm how your workspace attributes ratings to teammates. |
| Reassigned conversations. When a conversation passes between agents, the rating may land on a different admin in each system. | Variable | For reassigned threads, check the assignment history. |
| Minimum sample. Vortex IQ may suppress or de-emphasise agents with very few rated conversations; Intercom shows all. | Marginal | Note the rated-conversation count beside each bar. |
| Time zone. Intercom uses the workspace time zone; Vortex IQ aligns to your merchant reporting time zone. | Marginal | Confirm time-zone match. |