Velaro Reporting and Analytics

Overview

Velaro gives you real-time and historical insight into every conversation, team, and agent. Reports help you understand volume trends, response times, team performance, and customer satisfaction — so you can staff correctly and improve continuously.

Accessing reports

Go to Reports in the left sidebar. Reports are organized by category:

| Report | What it shows |

|---|---|

| Conversations | Volume, channel, status, and outcome over time |

| Response Times | First response, average handle time, resolution time |

| Team Performance | Conversations handled, average times, CSAT per team |

| Agent Performance | Individual agent stats — conversations, handle time, CSAT |

| Queue & Wait | How long visitors wait before an agent accepts |

| Missed Conversations | Chats that went unanswered — by time of day and team |

| Bot Performance | Bot conversation volume, handoff rate, containment rate |

| Channel Breakdown | Volume split across web, SMS, WhatsApp, Facebook, etc. |

Date ranges and filtering

All reports support:

• Preset ranges: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month
• Custom range: pick any start and end date
• Team filter: narrow to one or more specific teams
• Channel filter: compare performance by channel

Key metrics explained

First Response Time (FRT) — time from when the conversation was created to when an agent first replied. This is the most important metric for customer satisfaction.

Average Handle Time (AHT) — total time an agent spent actively working on the conversation.

Resolution Time — total time from conversation start to it being marked resolved. Includes wait time between agent messages.

Containment Rate — percentage of bot conversations that were resolved by the bot without escalating to a human agent. Higher is better.

Handoff Rate — percentage of bot conversations escalated to a human. Useful for identifying gaps in bot knowledge.

CSAT (Customer Satisfaction Score) — post-conversation rating from the visitor (if post-chat surveys are enabled). Shown as a percentage of positive ratings.

Missed Rate — percentage of conversations where no agent responded before the visitor left.

Team performance report

The team performance report shows side-by-side comparison across all your teams:

• Total conversations handled
• Average first response time
• Average resolution time
• CSAT score
• Missed conversations

Use this to identify which teams are under-staffed (high wait times), over-performing (low handle times), or need coaching (low CSAT).

Bot performance report

Shows every bot in your account:

• Total conversations started
• Containment rate (resolved by bot, no human needed)
• Handoff rate (escalated to agent)
• Most common reasons for handoff

Low containment rate means the bot often can't answer — review the questions causing handoffs and add content to the bot's knowledge base or workflow.

Missed conversations report

Shows conversations where no agent responded in time. Broken down by:

• Hour of day (find your busiest uncovered hours)
• Day of week (spot weekend gaps)
• Team (which team is most at risk)

Use this to set better schedules and business hours rules.

Exporting data

All reports have an Export CSV button. The export respects your current filters (date range, team, channel). Exported fields match the columns visible in the report.

Exports are useful for sharing with stakeholders, importing into Excel, or feeding into your BI tool.

Setting up post-chat CSAT surveys

To collect satisfaction scores:

1. Go to Rules > New Rule.

2. Set trigger to Conversation Resolved.

3. Add action Send Survey — choose a CSAT or star rating survey.

4. Activate the rule.

Survey responses appear in the Reports > CSAT section within minutes of being submitted.

Interpreting trends

• Sudden volume spike: check if a product update, marketing campaign, or outage drove extra traffic.
• Rising FRT: check agent availability, queue depth, and whether auto-routing is configured correctly.
• Dropping CSAT: review recent conversations in that score band for patterns — long wait times, unresolved issues, or specific agent performance.
• High bot handoff rate on one topic: the bot lacks knowledge on that topic — add a workflow node or update the bot's system prompt.