Executive Insights Guide

What it is

Three tools under Reports for leaders: the Executive Brief email, the Friction Radar and the Data Export. They need Chat Intelligence on your plan. Demo conversations are never counted.

Executive Brief

A one-screen summary of the period: conversation volume and growth, positive and negative sentiment, average QA score, Experience Impact (index, CSAT, service level, missed chats), the fastest rising keywords and the top friction topics. Open Reports, Executive Brief to preview it. To get it by email, go to Reports, Email Subscriptions, turn on Executive Brief, and choose Weekly with a delivery hour of 7. Weekly briefs send on Monday morning in your site time zone.

Friction Radar

Reports, Friction Radar ranks conversation topics by estimated agent cost. Cost is handle time plus 10 minutes for each escalated chat and 5 minutes for each abandoned chat. Each row shows chat volume, growth against the previous period of the same length, escalations, abandons and links to example conversations, so you can read the real chats behind a topic. Topics come from the conversation tags that Chat Intelligence already assigns.

Data Export

Reports, Data Export downloads a CSV with one row per conversation: start time, team, agent, sentiment, QA score, topic tag, escalations, handle seconds, abandoned flag and keywords. The export holds up to 20,000 rows. Subscribe on the Email Subscriptions page to receive it as a scheduled attachment.

Use it from the CLI or an AI assistant

CLI: velaro executive-insights friction-radar, brief, export --out file.csv, and subscribe executive-brief. MCP tools: friction_radar, executive_brief, report_data_export and executive_insights_subscribe.

Troubleshooting

A 403 means Chat Intelligence is not enabled for the site. Empty topics mean conversations in the period have no topic tag yet. Periods longer than 92 days are rejected.