Count of conversations each admin handled (replied to or closed) over the window, grouped by agent.
At a glance
Conversations Handled by Agent is a Support Performance metric tracked from your Intercom workspace. It is the simplest fairness check in the support stack: how many conversations did each agent actually touch this week? For a lean Blitz team it answers “is the load even?”, catches the agent quietly carrying the queue while others coast, and gives every other agent-level card its denominator. A resolution time or CSAT figure means nothing until you know whether it sits on 200 conversations or 12. This card carries no sentiment key and no alert — it is context, not a verdict.
Calculation
Calculated automatically from your Intercom data. Vortex IQ scans conversations active in the trailing 7 days and attributes each one to the admins who handled it — those who authored a reply part and/or performed the close. The card renders one horizontal bar per agent. A single conversation touched by two agents is credited to both, so the bars reflect involvement rather than a strict one-conversation-one-owner split. There is no threshold or alert on this card; it exists to give the other Support Performance cards their context.Worked example
A representative reading for Blitz over 7 days. The card shows Priya at 142 conversations, Jordan at 138, Sam at 131, and Alex at 47. At a glance Alex looks underused — but read alongside Resolution Time by Agent, Alex’s median resolution is far higher because Alex owns warranty and escalation cases that take much longer each. The volume gap is by design. The genuinely useful signal here is that Priya, Jordan, and Sam are within ~10% of each other — routing is balanced for the everyday queue. If next week one bar jumped to 220 while the others fell, you would suspect a routing rule broke or a teammate was out. Use Vortex Mind to see how each agent’s handled count splits by tag, and Ask Viq to answer “who handled the most chats during Saturday’s sale?”Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: Open Reports → Teammate performance and look for “conversations replied to” or “conversations closed” per teammate. The exact label depends on whether you want participation or ownership counts. Why the Vortex IQ value may legitimately differ:
Cross-connector reconciliation: this card is most useful as the denominator for Resolution Time by Agent and CSAT by Agent. For divergence investigations, use Vortex Mind.