> ## 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.

# Intercom sentiment settings, Vortex IQ Nerve Centre

> Industry-standard benchmark bands Vortex IQ AI OS uses to flag Intercom KPIs as Performing Well or Needs Attention, and how to tune them per company.

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/intercom) · [Audit Profile](/nerve-centre/kpi-cards/intercom/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/intercom/sentiment)**

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**.

## 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.

| Card                                                                                                  | Direction        | Good | Bad  | Unit  |
| ----------------------------------------------------------------------------------------------------- | ---------------- | ---- | ---- | ----- |
| [CSAT](/nerve-centre/kpi-cards/intercom/csat)                                                         | Higher is better | 90   | 70   | %     |
| [CSAT Drop Alert](/nerve-centre/kpi-cards/intercom/csat-drop-alert)                                   | Higher is better | 90   | 70   | %     |
| [CSAT Trend](/nerve-centre/kpi-cards/intercom/csat-trend)                                             | Higher is better | 90   | 70   | %     |
| [CSAT by Agent](/nerve-centre/kpi-cards/intercom/csat-by-agent)                                       | Higher is better | 90   | 70   | %     |
| [First-Response SLA Attainment](/nerve-centre/kpi-cards/intercom/first-response-sla-attainment)       | Higher is better | 95   | 80   | %     |
| [First-Response Time by Team](/nerve-centre/kpi-cards/intercom/first-response-time-by-team)           | Lower is better  | 30   | 240  | Count |
| [Median First-Response Time](/nerve-centre/kpi-cards/intercom/median-first-response-time)             | Lower is better  | 30   | 240  | Count |
| [Median Resolution Time](/nerve-centre/kpi-cards/intercom/median-resolution-time)                     | Lower is better  | 240  | 1440 | Count |
| [Open Backlog Trend](/nerve-centre/kpi-cards/intercom/open-backlog-trend)                             | Watch for drops  | 0    | 20   | Count |
| [Open Conversations](/nerve-centre/kpi-cards/intercom/open-conversations)                             | Watch for drops  | 0    | 20   | Count |
| [Reopen Rate](/nerve-centre/kpi-cards/intercom/reopen-rate)                                           | Lower is better  | 5    | 15   | %     |
| [Resolution Time by Agent](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent)                 | Lower is better  | 240  | 1440 | Count |
| [SLA Breaches (live)](/nerve-centre/kpi-cards/intercom/sla-breaches-live)                             | Higher is better | 95   | 80   | Count |
| [Support Health Score](/nerve-centre/kpi-cards/intercom/support-health-score)                         | Higher is better | 90   | 70   | Count |
| [Unanswered (awaiting first reply)](/nerve-centre/kpi-cards/intercom/unanswered-awaiting-first-reply) | Higher is better | 95   | 80   | Count |