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Nerve Centre KPIs · Audit Profile · Sentiment Settings LiveChat Tickets-module state means little to a merchant unless it’s joined to the audit findings VortexIQ filed and to the revenue those fixes protect. On LiveChat the Tickets product is secondary to the live-chat queue, so findings age quietly. This audit answers: (1) is the access token still good and the Tickets API readable, (2) is the backlog under control (oldest open, blocked, by priority/status), (3) are agents overloaded or work left unassigned, and (4) - the stickiness test - are the findings we filed into LiveChat actually getting resolved, or quietly dying in the queue (abandoned >14d, resolution rate <50%) while the team lives in chat?

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What this audit checks

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Authentication & access

  • Access token valid (auth on /v3.5/configuration/action/list_agents) and not expired/revoked
  • Token scopes cover agents-read + tickets-read/write
  • Correct organization / license selected (multi-license accounts scope per license)
  • Tickets product enabled on the plan (some legacy LiveChat plans ship Chats only)

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Backlog health

  • Open ticket count vs 30-day baseline (sudden growth = Tickets channel drowning while team is in chats)
  • Blocked / pending 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 (Open/Pending/Solved 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 - vortex_iq-tagged tickets, no last_modified change >14d (customer/ChatBot replies don’t count as movement)
  • Finding resolution rate over rolling 90d (target >75%, alert <50%)
  • Avg time-to-fix for resolved findings (>14d sustained)
  • Findings closed without a deploy/evidence comment (silent dismissals)
  • Regression rate - findings reopened after Solved

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

  • Chat-widget UX findings (load delay, mobile rendering, trigger misfire) open while a commerce sibling’s conversion rate falls - the widget sits on the storefront, so widget findings are direct revenue levers
  • Critical findings from sibling connectors (shopify/bigcommerce/adobe) older than 7 days with NO LiveChat ticket - coverage gap
  • Abandoned findings count rising while a commerce sibling’s refund_rate climbs - measured-but-not-fixed revenue leak
  • High-LTV customers (top decile per commerce sibling) waiting on unresolved vortex_iq tickets

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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://api.livechatinc.com/v3.5/configuration/action/list_agents - Token + agent inventory + capacity calc (assignee load)
  • POST https://api.livechatinc.com/v3.5/agent/action/list_tickets - Backlog reads: status/priority counts, oldest-open, by-assignee, unassigned, blocked
  • POST https://api.livechatinc.com/v3.5/agent/action/list_archives - Abandoned / aged ticket reads via last_modified_at filter
  • POST https://api.livechatinc.com/v3.5/reports/tickets/list - Time-windowed aggregates: resolution rate, throughput, cycle/lead time
  • POST https://api.livechatinc.com/v3.5/agent/action/update_ticket - Finding-ticket lifecycle writes (solve/reopen/comment/nudge)