Median minutes fromcreated_atto close (statistics.time_to_last_close), grouped by the admin who closed the conversation.
At a glance
Resolution Time by Agent is a Support Performance metric tracked from your Intercom workspace. It takes the same created-to-closed clock as Median Resolution Time and splits it by the admin who closed each conversation, over a 30-day window so individual figures are statistically stable. For a small Blitz support team this is a coaching tool, not a stick: it surfaces who is consistently slower than the team — usually because they are handling the gnarliest returns, not because they are underperforming — and who is closing fast enough to mentor others. The alert flags any agent whose median runs at more than twice the team median.
| What it counts | For each admin, the median minutes between a conversation’s created_at and its close, using conversation.statistics.time_to_last_close, attributed to the closing admin, across the 30-day window. |
| Sample type | API-derived from the Intercom Conversations endpoint, grouped by the conversation’s closing admin. |
| Why it matters | Team-level resolution time hides individual outliers. This card is where you spot an agent who needs coaching, a queue routing the hardest tickets to one person, or a high performer worth learning from. |
| Reading the value | Lower is generally better, but read it with volume and topic mix. A high bar can mean inefficiency or that the agent owns your hardest cases. Compare each bar to the team median rather than to an absolute target. |
| Currency | number |
| Time window | 30D |
| Alert trigger | >2x team median |
| Sentiment key | resolution_time |
| Roles | owner, operations |
Calculation
Calculated automatically from your Intercom data. Vortex IQ collects conversations closed in the trailing 30 days, readsstatistics.time_to_last_close for each, attributes it to the closing admin, converts to minutes, and takes a per-agent median. The team median across all agents is computed in parallel; the alert fires for any agent whose personal median exceeds twice that team median. Agents with too few closed conversations to be meaningful are suppressed so a single ticket cannot mislabel someone as slow.
Worked example
A representative reading for Blitz over 30 days. The team median resolution time is 290 minutes. The card shows four agents: Priya at 240, Sam at 305, Jordan at 270, and Alex at 640 minutes — well past the2x team median (580 min) line, so Alex’s bar is flagged. Before treating this as a performance issue, you cross-reference Conversations Handled by Agent and CSAT by Agent: Alex handles the lowest volume but the highest CSAT, and almost all of Alex’s tickets carry the “warranty claim” tag — genuinely slow, multi-step cases. The right action is to rebalance warranty work, not to push Alex to close faster. Use Vortex Mind to break Alex’s resolution time down by tag, and Ask Viq to answer “which agent owns the most warranty conversations this month?”
Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
ic_resolution_time_median | The team-level median this card decomposes by agent. |
ic_handled_by_agent | Always read resolution speed against how much each agent is carrying. |
ic_csat_by_agent | Fast resolution at low satisfaction is a false win — pair the two. |
ic_first_response_by_team | Zooms back out to team-level response speed. |
ic_reopen_rate | An agent closing fast but reopening often is not really resolving. |
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: Open Reports → Teammate performance and select the “time to close” or “resolution” metric, with a per-teammate breakdown. You can also open any closed conversation to confirm who closed it and the elapsed time. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Attribution rule. Vortex IQ attributes resolution to the closing admin; Intercom may attribute to the admin assigned at close or the one with the most replies. | Variable | Confirm both tools use the same attribution. |
Reopen handling. time_to_last_close measures to the final close, so reopened-then-reclosed conversations span longer. | Vortex IQ higher | Check reopened conversations for the flagged agent. |
| Business hours vs calendar. Intercom can measure office hours only; Vortex IQ uses wall-clock minutes by default. | Vortex IQ higher | Align both tools to the same time basis. |
Known limitations / merchant FAQs
Q: How often does Resolution Time 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 attribution rules (closing admin vs assigned admin), reopen handling, and the business-hours setting. Match these before assuming a real divergence. Q: Is a high bar always bad? No. Read it with volume, topic tags, and CSAT. An agent owning your hardest cases will look “slow” while doing excellent work — which is exactly why this card exists alongside its siblings. Q: Can I customise the alert threshold? Yes. The>2x team median multiplier is configurable per profile in the Sensitivity tab. Tighten or loosen it to match how varied your case mix is.