Median minutes fromcreated_atto the first admin reply (statistics.time_to_admin_reply), grouped by the team a conversation is assigned to.
At a glance
First-Response Time by Team is a Support Performance metric tracked from your Intercom workspace. It takes the same first-response clock that drives your headline response-time pulse and splits it by team, so you can see whether the Orders team, the Returns team, or general triage is the one keeping customers waiting. For Blitz, where a sports shopper chasing a delayed kit order behaves very differently from one asking about sizing, knowing which queue is slow is the difference between hiring, re-routing, or rewriting a macro. Read it alongside the workspace-wide Median First-Response Time and the First-Response SLA Attainment gauge.
Calculation
Calculated automatically from your Intercom data. Vortex IQ pulls conversations created in the trailing 7 days, reads each conversation’steam_assignee_id and its statistics.time_to_admin_reply (seconds from creation to the first admin reply), converts to minutes, then takes the median per team. Conversations with no admin reply yet are excluded from the median, they are still waiting and belong to the Unanswered (awaiting first reply) card. The card renders one horizontal bar per team; the alert fires when any team’s median exceeds 240 minutes.
Worked example
A representative reading for Blitz across a typical trading week. Over the last 7 days the card shows three bars: Orders & Delivery at 38 minutes, Sizing & Product at 52 minutes, and Returns at 271 minutes. The Returns bar trips the>240 min alert. Because the workspace-wide median sits at a comfortable 61 minutes, the slow Returns queue would have been invisible on the headline card. Drilling in, you find Returns is staffed by one part-time agent who only works mornings, so afternoon return requests sit for hours. The fix is a routing rule or a second pair of hands on that queue, not a workspace-wide hiring push. To trace which conversations dragged the median up, open Vortex Mind on the Returns team; to ask “which Returns tickets waited longest yesterday?” use Ask Viq.
Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: Open Reports → Team performance (or Reports → Conversations and add a Team breakdown). Intercom’s “Median time to first response” metric is the closest equivalent. You can also see per-team backlog and response figures from each team’s Inbox view. Why the Vortex IQ value may legitimately differ:
Cross-connector reconciliation: read this card with Median First-Response Time for the blended figure. For divergence investigations, use Vortex Mind.
Known limitations / merchant FAQs
Q: How often does First-Response Time by Team 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 two most common reasons are the business-hours setting (Intercom can measure office hours only) and team reassignment (Vortex IQ attributes to the current assigned team). Match those before assuming a real divergence. Q: A team has no bar, why? Either no conversations were assigned to that team in the window, or none of its conversations have received a first admin reply yet (those are counted on the Unanswered card instead). Q: Can I customise the alert threshold? Yes. The>240 min trigger is configurable per profile in the Alert Rules tab. Set it to your published first-response target rather than the generic default.