At a glance
Of every Vortex IQ finding written to LiveAgent in the last 90 days, what percentage has been resolved. The single number that answers “is the team actually fixing the problems Vortex IQ surfaces, or is the audit just generating tickets nobody closes?”. Above 75% is healthy; below 50% means the audit pipeline is creating more work than the team can absorb.
Calculation
Calculated automatically from your LiveAgent data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A 35-person UK B2B parts distributor on Adobe Commerce uses LiveAgent (Large plan, 8 agents, 4 departments). Snapshot taken on 28 Apr 26 at 11:30 GMT. Window is 28 Jan 26 to 28 Apr 26. In the last 90 days:Resolved. If you use custom resolution statuses, configure them in Settings → Connectors → LiveAgent → Treat as resolved.
Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in LiveAgent’s own dashboard: LiveAgent’s Reports → Performance module has a “Resolved by tag” report that approximates this metric. Set tag =vortexiq-finding, period = “Last 90 days”. The denominator (created in window) requires a separate query:
Tickets → Filters: Tag = vortexiq-finding, Date created (last 90 days), Status = All → count
Divide. Programmatically: GET /api/v3/tickets?_filters[tags]=vortexiq-finding&_filters[date_created][from]=<NOW-90>&_filters[status]=R for resolved-in-window, then again with [status]=All for created-in-window.
Why our number may legitimately differ from a manual LiveAgent count:
Cross-connector reconciliation:
Known limitations / merchant FAQs
My rate is 90% but my Open count is 35. Is that good or bad? Depends on inflow. 35 open while resolving 9/10 = creating more than 9 a week. The rate is healthy; the Open Findings absolute count is the lever to pull. Either lower inflow (turn off low-priority audit modules) or add capacity. Track both, rate alone is not enough. My rate dropped from 80% to 60% in a single week. What happened? Three usual causes. (1) A new audit module was enabled and bulk-created findings; the denominator jumped, the rate dipped temporarily; this self-corrects within 30-60 days. (2) Engineering capacity was diverted to a feature launch; throughput halved. (3) A specific finding type the team cannot resolve (e.g., third-party platform issue) is accumulating and pulling rate down. Throughput Trend shows which. How is “Resolved” different from LiveAgent’s other terminal statuses? LiveAgent has four:Resolved (work done), Spam (false positive), Postponed (deferred), Trashed (housekeeping). We count only Resolved. Bulk-marking findings as Spam to clear the queue does NOT improve this rate, which is intentional. If a finding is genuinely “won’t fix”, resolve it with a “won’t-fix” comment; that counts.
Can I exclude specific finding types from this rate?
Yes, in two ways. (1) Module level: turn off the audit module that creates them (Vortex IQ → Settings → Audit → toggle off). (2) Tag level: rename the segment from vortexiq-finding to vortexiq-deferred; they leave the count entirely.
LiveAgent supports custom resolution statuses on enterprise plans. Can I count those as resolved?
Yes. Vortex IQ → Settings → Connectors → LiveAgent → Treat as resolved. Add your custom status names (e.g., “Won’t Fix”, “Upstream Issue”). They get folded into the numerator. Default is canonical Resolved only.
Why is the rate sometimes >100% and clamped to 100%?
During cleanup pushes, when the team resolves a batch of findings created >90 days ago (outside the denominator window), the numerator includes them but the denominator does not. Rate temporarily reads >100%. We clamp display to 100% but it is a useful informal signal that a cleanup is happening.
Should the rate be 100% all the time?
No. A consistent 100% suggests findings are being closed mechanically (someone hits Resolve without fixing) rather than thoughtfully. The healthy band is 70-85%; 15-30% of findings are legitimately deferred (won’t fix, depends on platform vendor, deferred to next quarter). Below 50% is the problem zone; above 95% is a hygiene signal worth investigating.
My team uses Time Rules to auto-resolve old findings. Will that game the rate?
Yes, if the rule fires without an agent ever engaging. The rate would read healthy while the merchant problems remain. Two safeguards: (1) we exclude resolutions that have zero agent messages (we detect this via List Messages); (2) pair with Avg Time-to-Fix, bot/automation resolutions show abnormally low time-to-fix (seconds, not days), which is a tell.
Can I see this rate per agent or per department?
Not on the card itself. LiveAgent’s Reports → Performance shows per-agent and per-department resolved counts; cross-reference with Tickets by Assignee to spot the dragger. Per-department views as a card-level filter are on the roadmap.
The card refreshes every 60 seconds. Do small changes show up immediately?
Yes, but the 90-day denominator means a single resolution moves the rate by less than 1 percentage point on most merchant accounts. Bulk closures (5+ in one session) are visible within 60 seconds; one-off closures register but do not visibly move the gauge.
My LiveAgent has multiple departments. Can findings be cross-counted?
No. Each ticket is owned by exactly one department. Findings are routed to the department configured in Vortex IQ → Settings → Connectors → LiveAgent → Default findings department. The card aggregates across all connected departments; a ticket counted twice would only happen if it were duplicated manually.
Is there a “rolling 30 days” view of this rate?
Not on this card. The 90-day window was chosen because shorter windows are too noisy on smaller merchants (a brand creating 5 findings/month would have a 30-day rate that swings between 0% and 200% based on a single closure). For high-volume merchants (>10/week), the 30-day variant is on the roadmap.
Does LiveAgent’s SLA escalation count as activity for the resolution-rate calculation?
SLA escalations only update the ticket’s priority and trigger notifications; they do not move the ticket to Resolved. So no, escalations do not affect this rate. They DO affect Avg Time-to-Fix, which considers the full lifecycle from creation to resolution.
My team uses LiveAgent’s chatbot for tier-1 deflection. Does that affect this rate?
No. The chatbot operates on the Chat queue, not the Ticket queue. Findings are tickets and are not bot-deflected. If you want to enable AI-assisted resolution suggestions for findings (drafted reply text), use LiveAgent’s Suggestions feature on the Knowledge Base; the agent still has to click Resolve, so the rate is honest.