> ## 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.

# LiveChat audit profile, Vortex IQ

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

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

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?

## What this audit checks

### 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)

### 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)

### 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 - 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

### 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

## 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://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)