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Nerve Centre KPIs · Audit Profile · Sentiment Settings Vortex IQ AI OS ships industry-standard benchmark bands for each Intercom KPI, so your dashboard flags Performing Well or Needs Attention the moment you connect. 15 of the 35 Intercom cards are sentiment-tuned; the rest are informational (counts, lists, breakdowns) with no good/bad direction. The benchmarks below are a starting point grounded in industry standards. Adjust any Good or Bad threshold to match your business and save it for your company in Settings → Dashboard Settings → Sensitivity.

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How sentiment powers triage

Sentiment turns the dashboard into a focus list. Every KPI is sorted into one of three states you can filter on:
  • Performing - comfortably inside the good band.
  • Needs Attention - has breached the band you set. This is where to act.
  • Stable - within range, or an informational card with no good/bad direction.
Any KPI that has not met its sentiment band is flagged Needs Attention, so you go straight to the handful of cards that need action instead of scanning hundreds of charts.
CardDirectionGoodBadUnit
CSATHigher is better9070%
CSAT Drop AlertHigher is better9070%
CSAT TrendHigher is better9070%
CSAT by AgentHigher is better9070%
First-Response SLA AttainmentHigher is better9580%
First-Response Time by TeamLower is better30240Count
Median First-Response TimeLower is better30240Count
Median Resolution TimeLower is better2401440Count
Open Backlog TrendWatch for drops020Count
Open ConversationsWatch for drops020Count
Reopen RateLower is better515%
Resolution Time by AgentLower is better2401440Count
SLA Breaches (live)Higher is better9580Count
Support Health ScoreHigher is better9070Count
Unanswered (awaiting first reply)Higher is better9580Count