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Nerve Centre KPIs · Audit Profile · Sentiment Settings LiveAgent ticket state means little to a merchant unless it’s joined to the audit findings VortexIQ filed and to the revenue those fixes protect. This audit answers: (1) is the V3 API key still good and the departments readable, (2) is the backlog under control (oldest open, blocked, by priority/status), (3) are people overloaded or work left unassigned, and (4) - the stickiness test - are the findings we filed into LiveAgent actually getting resolved, or quietly dying in the queue (abandoned >14d no activity, resolution rate <50%)?

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What this audit checks

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Authentication & access

  • V3 API key valid (auth on /api/v3/agents) and not revoked
  • Subdomain / custom domain correct and reachable (correct data-residency region)
  • API key role can read tickets, agents, departments and contacts
  • All expected departments readable (multi-department aggregation complete)

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Backlog health

  • Open ticket count vs 30-day baseline (sudden growth = drowning signal)
  • Blocked / SLA-breached ticket count + change WoW
  • Oldest open ticket age (>90 days = backlog rot)
  • Backlog-by-priority skew (Urgent+High >50% of open = firefighting)
  • Backlog-by-status distribution (New/Open/Answered/Postponed mix)

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Throughput & capacity

  • Tickets resolved (7d) dropped >25% vs prior week
  • Avg cycle time degradation >25% week-over-week
  • Assignees with >10 open tickets (overload signal)
  • Unassigned tickets > 5 (warn) / > 20 (critical) - work nobody owns
  • Sprint scope-creep (>15% added after the triage window started)

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VortexIQ findings lifecycle (the stickiness test)

  • Abandoned findings - vortexiq-finding-tagged tickets, no date_changed activity >14d
  • Finding resolution rate over rolling 90d (target >75%, alert <50%)
  • Avg time-to-fix for resolved findings (>14d sustained)
  • Postpone-and-forget - Postponed findings aged >14d past the postpone action
  • Findings resolved without an evidence note (silent dismissals)

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Cross-channel: revenue-at-risk (the killer area)

  • Critical findings from sibling connectors (shopify/bigcommerce/adobe/cybersource) older than 7 days with NO LiveAgent ticket - coverage gap
  • Abandoned findings count rising while a commerce sibling’s refund_rate climbs - measured-but-not-fixed revenue leak
  • High-LTV contacts (top decile per commerce sibling) waiting on unresolved vortexiq-finding tickets
  • LiveAgent tickets referencing decommissioned / archived integrations - stale work

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Severity thresholds

SignalWarnCritical
vortexiq_findings_abandoned515
vortexiq_finding_resolution_rate7550
blocked_tickets38
unassigned_tickets520
oldest_open_ticket_age_days6090
cycle_time_change_pct2550
scope_creep_pct1530

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Data sources

  • GET https://{subdomain}.ladesk.com/api/v3/agents - API key + account/region sanity, agent inventory + capacity calc
  • GET https://{subdomain}.ladesk.com/api/v3/departments - Department inventory for multi-department aggregation + workload split
  • GET https://{subdomain}.ladesk.com/api/v3/contacts - Requester inventory for cross-channel customer joins
  • GET https://{subdomain}.ladesk.com/api/v3/tickets - Backlog reads: status/priority counts, oldest-open, by-assignee, abandoned-findings, blocked, resolution-rate numerator/denominator
  • GET https://{subdomain}.ladesk.com/api/v3/tickets/{ticketId} - Finding-ticket lifecycle reads (in-flight, resolved, time-to-fix)