> ## 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.

# LiveAgent audit profile, Vortex IQ

> What the Vortex IQ LiveAgent health audit checks: LiveAgent: Backlog, Capacity & Finding Lifecycle

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

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%)?

## What this audit checks

### 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)

### 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)

### 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)

### 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)

### 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

## Severity thresholds

| Signal                             | Warn | Critical |
| ---------------------------------- | ---- | -------- |
| `vortexiq_findings_abandoned`      | 5    | 15       |
| `vortexiq_finding_resolution_rate` | 75   | 50       |
| `blocked_tickets`                  | 3    | 8        |
| `unassigned_tickets`               | 5    | 20       |
| `oldest_open_ticket_age_days`      | 60   | 90       |
| `cycle_time_change_pct`            | 25   | 50       |
| `scope_creep_pct`                  | 15   | 30       |

## 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)