Enterprise Reports

What it is

Enterprise Reports is an enterprise package for operations leaders. It is off by default. Velaro turns it on for your account; each item below is switched on separately, and an item that is off is hidden and refused by the server.

What is in the package

1. Program, website and platform breakdown. Reports, Enterprise Reports, Programs. Compare every website, team, platform, device or entry page side by side: chats, missed chats, transfers, wait, first reply, QA score, QA coverage and negative sentiment.

2. Skill routing by entry point. Skill routing, Requirements. A requirement can apply only when the chat starts on a page whose address contains some text, when a query-string parameter has a value, when a custom value matches, or when a pre-chat answer matches. Requirements with no condition apply to every chat as before. The simulator accepts a page address and custom values so you can test before turning a requirement on. Skill routing narrows which agents on the team can take the chat; the team still comes from the website or workflow.

3. Individual agent scorecard. Enterprise Reports, Agent scorecard. Each agent by name: chats, resolution rate, transfers, handle time, first reply, AI score, supervisor-reviewed score and sentiment impact. Sentiment impact is the agent's net sentiment (positive minus negative) compared with every other human-handled chat, in percentage points.

4. QA coverage and coaching queue. Enterprise Reports, QA coverage and coaching. Shows the share of resolved chats the AI scored and supervisors reviewed, by week and by website, and lists low-scoring chats nobody has reviewed, per agent. A supervisor review in Quality QA takes a chat out of the queue. Coverage below 100 percent usually means a rubric samples fewer than 100 percent of chats, a monthly scoring cap was reached, or the chat had fewer than two messages; the report says which settings apply.

5. Sentiment by program, agent and topic. Enterprise Reports, Sentiment. Negative share with change against the previous period of the same length.

6. Keyword intelligence and topic radar. Reports, Keyword Intelligence and Enterprise Reports, Topic radar. Top phrases with growth, plus topics ranked by volume, growth, transfer rate and handle time.

7. Automatic tagging. AI Field Extraction reads each resolved chat and fills line of business, intent and state. With automatic tagging on, the line of business and intent also become conversation tags (for example Line: Auto, Intent: Claim) so agents stop typing them. Turn on Create tags in AI Field Extraction settings.

8. Weekly executive brief. Reports, Email Subscriptions, Executive Brief, Weekly. Delivered Monday morning in your time zone. With this item on, the email adds program comparison, QA coverage, the coaching queue, the topic radar with service opportunities and, if you have the Intelligence Suite, the health score and volume forecast. Use Email me this week's brief on the Weekly brief tab to test delivery without waiting for Monday.

Five more reports (items 11 to 15)

Each is its own item, switched on separately, and each sits on the Enterprise Reports page as its own tab. All five are inferred from the chat data the platform already holds; none is a survey. Each tab shows the caveats the server sends.

11. Repeat-contact leakage. Enterprise Reports, Repeat contact. Of the chats that closed in the range, the share where the same contact came back within the return window (1, 3, 7, 14 or 30 days; default 7). Only resolved chats from identified contacts that ended at least one window ago are counted, and the report says how many were too recent to judge. It also shows how many came back on the same topic (as a share of all counted chats and as a share of those who came back), the median time to return, how often a chat closed by a bot versus a human came back, and the split by agent, topic and program. A return is a signal that the first chat may not have settled the matter. It is not proof, because people also come back with a new question. Contacts are matched on the contact record, so a visitor who never identified themselves is not counted as returning.

12. Demand vs coverage heatmap. Enterprise Reports, Demand vs coverage. A day-by-hour grid of how many chats that needed a human arrive (bot-handled chats are counted separately) against the agent hours available for that hour, in the time zone shown on the page. This report ignores the From and To dates: it always uses the last 1 to 12 whole local weeks you pick (default 6), averaged per week. Every cell prints its pressure number; a cell marked GAP has chats arriving and no available agent (or more chats than an agent can handle). Colour is only a hint, and each cell has a text label with the numbers for screen readers. It also lists the biggest gaps, after-hours volume and a next-week forecast. Coverage means agent hours in the Available status (Busy and Away do not count), measured from status changes. Unmet chats are missed plus abandoned ones. The assumptions used are shown on the page; the report does not say how many sales or chats were lost.

13. Bot false containment and handoff regret. Enterprise Reports, Bot containment. Claimed containment is every chat the bot closed without a human. True containment removes the bot-only chats where the contact came back to a human, or on the same topic, within 72 hours. Handoff regret counts chats handed to a human that ended with negative sentiment, a low QA score, or missed or abandoned, with the median bot time before handoff. A visitor coming back is a sign the bot may not have solved the problem; it does not mean the bot answered wrongly.

14. Inferred customer effort index. Enterprise Reports, Customer effort. A 0 to 100 effort score per chat inferred from behaviour such as repeats, re-asks, transfers, waiting and length, with the median, the 90th percentile, the share of chats that could be scored, what drives the score and the split by topic, program and team. Higher means more effort. This is inferred, not asked of the customer, so do not compare it with a CES survey score.

15. Promise ledger. Enterprise Reports, Promise ledger (the Dismiss button and the promise text are shown to managers and administrators only). Commitments agents made in chat (for example "I will send you the quote") and whether a follow-up appeared in the same conversation. It lists promises found, followed up, overdue, still open and dismissed, the split by agent and the overdue list. Managers can Dismiss a promise that was kept another way; other users get a clear permission message. It only sees the chat: phone calls and personal email follow-ups are invisible, so an overdue promise is a prompt to check, not proof it was broken.

Existing features these build on

Sentiment Reports, Quality QA scoring (the rubric is editable under Quality QA, Rubrics), Skill-Based Routing, Chat Intelligence themes, Report Email Subscriptions and AI Field Extraction keep their own plans and settings. Enterprise Reports adds the analysis on top; it does not change who can use them.

Keys for the five: EnableEnterpriseReportsRepeatContact, EnableEnterpriseReportsDemandCoverage, EnableEnterpriseReportsBotContainment, EnableEnterpriseReportsEffortIndex, EnableEnterpriseReportsPromiseLedger.

Turn it on or off (Velaro staff)

Open the site in Super Admin, Feature packages, Enterprise Reports and switch items on or off. Or run velaro entitlement set-override --site 30747 --key EnableEnterpriseReportsQaCoverage --value true --reason "...". To see what is on for a site: velaro entitlement enterprise-reports --site 30747.

Automation

velaro enterprise-reports program-breakdown --group-by website, or the Velaro MCP tool enterprise_reports with report set to program_breakdown, agent_scorecard, qa_coverage, coaching_queue, sentiment_breakdown, topic_radar, weekly_brief or weekly_brief_send_test. The five newer reports are velaro enterprise-reports repeat-contact --window-days 7, demand-coverage --weeks 6 (from and to are ignored), bot-containment, effort-index and promise-ledger (dismiss with promise-dismiss --id <id>); the MCP tool takes report set to repeat_contact, demand_coverage, bot_containment, effort_index, promise_ledger or promise_dismiss.