Report Interpretation Guide

How to use and read every Velaro report: what it answers, where the numbers come from, what must be set up first, how to read the result, and why a value can be zero or empty.

Experience Impact

What it answers: How staffing and adherence affect what customers feel, as a 0 to 100 Experience Index.

Data sources: Work Schedules and presence, chat queue timing, missed chats, and CSAT from ticket replies and 1-5 survey ratings (questions tagged csat or star_rating).

Setup needed: Work Schedules for agents; a survey with a 1-5 CSAT or star question attached to post-chat or a workflow, or ticket CSAT requests turned on; chat traffic in range.

How to read it: Weights: service level 30, adherence 25, CSAT 25, missed chats 20; a signal with no data drops out. CSAT needs 5+ responses to count. Response rate = rated survey submissions / all survey submissions. Actual agents below scheduled while missed chats rise = staffing gap.

Why it could be zero or empty: CSAT empty: no CSAT survey configured; survey exists but nobody answered; answers came in with no 1-5 rating question; fewer than 5 responses; or the range predates the survey. Surveyed but unrated? Managers run the CSAT backfill (survey ratings only, not ticket CSAT): preview, then apply, via the report banner, velaro report-backfill csat, or MCP report_backfill. Adherence empty: no Work Schedules.

What to do: Add a 1-5 star or CSAT question to the post-chat survey, enable ticket CSAT requests, widen the range, then fix the weakest component.

Related reports: Schedule Adherence, Service Level, Missed Chats, Surveys & NPS, Sentiment, Agent Performance

Conversations

What it answers: How many conversations came in, on which channels and when.

Data sources: Every conversation record on your account, grouped by channel, team, bot or agent, and time.

Setup needed: At least one deployed channel (chat widget, SMS, email, voice, social).

How to read it: Overview shows totals and trend; Breakdown splits by channel, team and handler. Look at peaks by hour and day to plan staffing. Rising volume with flat staffing predicts longer waits.

Why it could be zero or empty: No channel deployed or no traffic; the date range or team filter is too narrow; or you lack access to that team's data.

What to do: Widen the range, clear filters, confirm the deployment is live and the widget loads on your site.

Related reports: Service Level, Missed Chats, Visitor Traffic

Missed Chats

What it answers: Visitors who asked for help and got no live answer, and why.

Data sources: Chat requests that ended without an agent or bot response, plus offline or unanswered conversations.

Setup needed: Live chat deployed with agents or routing configured.

How to read it: Overview gives the missed count and rate. Breakdown shows time of day and team. Analysis groups likely causes such as nobody online, queue timeout, or visitor left. A missed spike at one hour points to a coverage gap.

Why it could be zero or empty: Genuinely none, no chat traffic, or a bot answers everything so nothing reaches an agent queue.

What to do: Add agents or schedules for peak hours, review routing and after-hours behavior, enable offline message capture.

Related reports: Service Level, Experience Impact, Agent Availability

Agent Performance

What it answers: How each agent handles conversations: volume, handle time, response speed and quality.

Data sources: Conversations assigned to and handled by each agent, message timestamps, and survey scores where collected.

Setup needed: Agents added to the account and handling chats.

How to read it: Compare an agent against the team over several weeks, not one day. Pair handle time with CSAT: fast and unhappy is a quality problem, slow and happy may be complex work.

Why it could be zero or empty: Agent has no assigned chats in range, was not online, or the filter excludes their team. Quality scores need survey data.

What to do: Check routing assigns chats to that agent and that they set themselves available.

Related reports: Response Time, Agent Utilization, Surveys & NPS

Response Time

What it answers: How quickly customers get a first reply and how long replies take afterwards.

Data sources: Message timestamps between the customer's message and the first agent or bot reply.

Setup needed: Chats with at least one reply.

How to read it: Look at the median and the slow tail together. A fine average with a long tail means some customers wait far too long.

Why it could be zero or empty: No replies in range, or chats were only bot-handled and excluded from agent timing.

What to do: Add coverage at slow hours, turn on auto-greeting, review the routing capacity limit.

Related reports: Service Level, Agent Performance

Service Level

What it answers: The share of chats answered within your target time.

Data sources: Queue entry and first-answer timestamps compared with your configured service level threshold.

Setup needed: A service level threshold in report settings and chats that enter an agent queue.

How to read it: A common target is 80 percent answered in 30 seconds. Check the trend by hour to find breaches.

Why it could be zero or empty: No chats were queued for agents in the range, or no threshold is set.

What to do: Set the threshold, then staff to the hours that breach it.

Related reports: Response Time, Missed Chats, Experience Impact

Sentiment

What it answers: The overall tone of customer messages, by contact and by agent.

Data sources: AI sentiment scoring of conversation messages.

Setup needed: Sentiment reporting enabled on your plan and enough conversations to score.

How to read it: Watch the trend and the share of negative conversations. Use By Agent for coaching, By Contact to spot at-risk customers. Sentiment is inferred from text, so treat single scores as hints.

Why it could be zero or empty: Feature not enabled, conversations too short to score, or scoring has not run yet for recent chats.

What to do: Confirm the plan includes it, widen the range, check again after the next processing cycle.

Related reports: Customer Health, Surveys & NPS, Experience Impact

Customer Health

What it answers: Which contacts look healthy or at risk based on recent interactions.

Data sources: Conversation frequency, sentiment, unresolved issues and survey results per contact.

Setup needed: Contacts with conversation history.

How to read it: Low scores with rising contact frequency are the first to act on. Scores are relative to your own customers.

Why it could be zero or empty: New account with little history, or sentiment data is not yet available.

What to do: Allow history to accumulate and enable surveys to add a direct signal.

Related reports: Sentiment, Surveys & NPS, Intelligence Suite

Surveys & NPS

What it answers: What customers say in surveys: CSAT, NPS and custom questions, and how many respond.

Data sources: Survey answers collected after chats, through workflows, standalone links or email.

Setup needed: At least one active survey (post-chat CSAT, NPS or custom) delivered on a channel.

How to read it: Read the average with the response count and response rate. NPS is promoters minus detractors. Under about 30 responses, trends are noisy.

Why it could be zero or empty: No survey enabled, survey not attached to the channel or workflow, nobody responded, or the range predates the survey. The visitor may close the chat before the survey shows.

What to do: Enable a short post-chat survey on every staffed channel, test it yourself, and keep questions to one or two.

Related reports: Experience Impact, Sentiment, Missed Chats

Tickets

What it answers: Ticket volume, status, age and resolution speed.

Data sources: Tickets created from email, forms, chats and manual entry.

Setup needed: Ticketing or an email inbox connected.

How to read it: Watch open backlog and time to resolve. A growing backlog with steady intake means capacity is short.

Why it could be zero or empty: Ticketing not enabled, no inbox connected, or no tickets in range.

What to do: Connect an inbox or enable ticket creation from forms and chat.

Related reports: Conversations, Agent Performance

Calls

What it answers: Phone call volume, duration, answered and missed calls.

Data sources: Call records from your connected phone line or voice integration.

Setup needed: A provisioned phone line or connected voice integration.

How to read it: Compare answered against missed by hour. Long durations may signal complexity or unresolved issues.

Why it could be zero or empty: No phone line connected or no calls in range.

What to do: Connect a number and confirm it routes into Velaro.

Related reports: IVR, Voice

IVR

What it answers: How callers move through your phone menus and where they drop off.

Data sources: IVR call events for each menu step and outcome.

Setup needed: An IVR configured on a phone line.

How to read it: A high drop-off at one step suggests a confusing prompt. Many transfers to an agent from one option shows demand to automate.

Why it could be zero or empty: No IVR configured or no calls reached it.

What to do: Complete IVR setup, place a test call, then re-check.

Related reports: Calls, Voice

Account Utilization

What it answers: How much of your plan (agents, bots, AI usage, channels) you are using.

Data sources: Plan limits compared with measured usage on your account.

Setup needed: Administrator or manager access.

How to read it: Near 100 percent means you may need a higher limit; very low usage means features you pay for are idle.

Why it could be zero or empty: Feature not enabled yet or no usage in range.

What to do: Turn on unused features or request a limit increase.

Related reports: Agent Utilization

Agent Availability

What it answers: When agents were online, away or offline.

Data sources: Agent presence and status changes.

Setup needed: Agents logging in to the workspace.

How to read it: Compare online time with scheduled time and chat demand to find coverage gaps.

Why it could be zero or empty: Agents did not log in or the selected agents are not in range.

What to do: Confirm agents sign in and set their status to available.

Related reports: Schedule Adherence, Agent Utilization, Missed Chats

Agent Utilization

What it answers: How busy agents are compared with their capacity.

Data sources: Concurrent chat load and online time per agent.

Setup needed: Administrator or manager access; agents handling chats.

How to read it: Around 60 to 80 percent is healthy. Above that risks long waits and burnout, well below means spare capacity.

Why it could be zero or empty: Agents were not online or not given chats.

What to do: Rebalance routing and capacity limits.

Related reports: Agent Availability, Agent Performance

Visitor Traffic

What it answers: Who is visiting pages that have the Velaro widget and how many start chats.

Data sources: Visitor tracking from the widget script on your site.

Setup needed: Visitor tracking enabled and the widget installed on your pages.

How to read it: Compare visits with chats started to find pages where engagement is low.

Why it could be zero or empty: Widget not installed on those pages, tracking not enabled, or an ad blocker or consent setting blocks it.

What to do: Verify the embed code on the live page and the tracking setting.

Related reports: Conversations

Schedule Adherence

What it answers: Whether agents were online when scheduled.

Data sources: Work Schedules compared with agent presence, plus approved exceptions.

Setup needed: Work Schedules assigned to agents; the site time zone set correctly.

How to read it: Adherence is minutes available during scheduled time divided by scheduled minutes. Approved exceptions are excluded. Use Intraday for now and Timeline for the day's detail.

Why it could be zero or empty: No schedules assigned, agents not scheduled in range, or time zone mismatch.

What to do: Create and assign schedules and check the time zone.

Related reports: Experience Impact, Agent Availability, Service Level

Chat Intelligence

What it answers: What topics customers ask about, trends, and where the bot or KB falls short.

Data sources: AI topic grouping of conversations and missed topics.

Setup needed: Enough conversations (typically dozens) and the feature enabled.

How to read it: Rising themes show new demand. Missed topics are KB gaps: write or ingest content for them. Recommendations can be applied or dismissed.

Why it could be zero or empty: Too little traffic, feature not enabled, or analysis has not run.

What to do: Widen the range and allow the next analysis run.

Related reports: Intelligence Suite, Conversation Efficiency

Conversation Efficiency

What it answers: How efficiently conversations are resolved and where time is lost.

Data sources: Message counts, handle time, transfers and outcomes.

Setup needed: Conversations with agent involvement.

How to read it: Agents shows who is above or below the norm, Correlation shows what drives long chats, Recommendations suggests actions.

Why it could be zero or empty: No handled conversations in range.

What to do: Widen the range or pick a team with traffic.

Related reports: Agent Performance, Chat Intelligence

Intelligence Suite

What it answers: AI analysis across agents, customers, knowledge gaps, volume forecasts, revenue impact, competitors and channels.

Data sources: Conversation history, surveys, and connected commerce or CRM data where present.

Setup needed: Feature enabled on the plan and a few weeks of data. Revenue Impact needs a commerce or CRM integration.

How to read it: Treat each tab as guidance. Predictive Volume is a forecast, not a guarantee. Revenue Impact is an estimate from connected data.

Why it could be zero or empty: Not enough history, missing integration, or feature not enabled.

What to do: Connect the relevant integration and allow data to accumulate.

Related reports: Customer Health, Chat Intelligence

Operations Center

What it answers: Live view of queues, agents and conversations right now.

Data sources: Real-time presence and queue state.

Setup needed: Workforce management enabled.

How to read it: Use it for moment-to-moment staffing. A rising queue with idle agents suggests a routing problem.

Why it could be zero or empty: No active conversations or agents online.

What to do: Confirm agents are online and routing is active.

Related reports: Agent Availability, Service Level

Voice

What it answers: Individual call history and voice usage and billing.

Data sources: Call log and voice minute usage.

Setup needed: Voice enabled with a phone number.

How to read it: Call Log for detail, Usage for minutes against your plan.

Why it could be zero or empty: No voice line or no calls.

What to do: Set up a voice number.

Related reports: Calls, IVR

Email Reports

What it answers: Scheduled report summaries emailed to you.

Data sources: The same data as the reports, summarized on your schedule.

Setup needed: Access to the underlying report; some are manager or admin only.

How to read it: Each email links back to the full report.

Why it could be zero or empty: Subscription not saved, the report is not on your plan, or it had no data for the period.

What to do: Re-save the subscription and check spam filtering for noreply@velaro.com.

Related reports: All reports