Reports Packages, All Reports and Reporting Permissions
4 min read
Reports in Velaro are organized into five packages. One page, All Reports, shows each person the reports they can open, and a Reporting Permissions page lets an administrator decide what Agents and Managers can see. This article explains how they work together.
The Five Report Packages
Every report belongs to exactly one package.
| Package | What it is for | Who it suits |
|---|---|---|
| Conversations & Channels | Know what is coming in and how well you answer it. Volume, missed chats, response time, tickets, calls, IVR, visitor traffic and channel reports, including the Apple Messages report. | Every team that handles chats, calls or tickets. The natural starting package. |
| Workforce & Operations | Staff the right people at the right hours and coach with evidence. Agent performance, availability, utilization, schedule adherence, leaderboard, call center analytics, worked hours and the operations center. | Teams with supervisors, schedules or more than a handful of agents. |
| Customer Experience | Hear the customer's side as well as the operational side. Sentiment, customer health, surveys, experience impact, repeat contact, effort and promises. | Teams that track satisfaction, retention or customer health. |
| AI & Intelligence | See what your AI and your conversations are teaching you. Chat intelligence, conversation efficiency, keyword intelligence, knowledge gaps, AI usage, bot effectiveness and the Focus AI reports. | Teams that run bots or want insight from conversation content. |
| Business & Executive | Turn conversation data into numbers a leadership meeting uses. Value report, executive brief, dashboards, data export, conversions, friction radar and account utilization. | Owners and executives who want value, revenue and usage in one place. |
Your account can have all five through the Enterprise Reports package, or any single package on its own. Packages are off until your account is set up with them, so ask your account manager to add one. Reports you already had before packages existed keep working as they did.
All Reports
- Open Reports, then All Reports.
- Reports you can open are grouped by package. Use the search box to find one by name.
- Scroll to Not available to you to see every other report. Each has a short explanation of what it shows and why it is unavailable: either your plan does not include its package, or your administrator has not allowed your role to see it.
In the Agent Workspace the same list is under Performance, All Reports.
What Each Role Sees by Default
| Role | Default view |
|---|---|
| Administrator | Every report your plan includes, for the whole organization. Administrators cannot be restricted. |
| Manager | Reports for their own team. A Manager with no team assigned sees the whole organization, and the report says so. |
| Agent | Their own numbers, and only in reports built to show an individual. |
Reporting Permissions
Administrators open Settings, then Reporting Permissions.
- Choose a report and a role (Agent or Manager).
- Choose whether the role may see the report.
- Choose the level the role sees: own, team or organization. Only levels the report can actually show are offered.
- Choose whether the role may export the report.
- Choose whether the role may see sensitive data. Sensitive data means contact email and phone, and money columns. When this is off, those columns are blank.
- Select Reset to default to return a row to the standard behavior.
Every change is recorded in the audit log. The same rules apply to exports, drill-downs, transcripts and scheduled report emails, so a person cannot reach the same data through another door.
What This Report Is
Every report page has a collapsible panel called What this report is. It explains what the report shows and who it is for. If you open a report you do not have access to, the page shows the same explanation and tells you which package includes it and whom to ask.
Related Articles
- Enterprise Reports
- Agent Level Reports
- Understanding Report Metrics
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