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:

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.

AI Resolution and Value Report

The Value Report (Reports → Value Report) shows the ROI of your AI investment:

• Bot Deflections — conversations fully resolved by AI, no human agent involved
• Deflection Rate — percentage of total conversations handled entirely by AI
• AI Assisted — conversations where AI handled initial triage before handing to a human
• Hours Saved — estimated agent hours saved based on your average handle time
• Cost Savings — estimated savings (hours saved × your agent cost per hour)
• Monthly Trend — track resolution rate improvement over time

Customize the inputs (agent cost/hour, average handle minutes) to match your business. The report calculates savings automatically.

Improving deflection rate: Check the Bot Performance report for common handoff reasons, then add Knowledge Base articles or Knowledge Overrides to fill those gaps.

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.

Value Report — detailed metrics

Bot Deflection Rate — 50–70% is good for most accounts. Below 40% means the bot needs more training or workflows are routing too aggressively to humans.

SLA Compliance — percentage of conversations where the first human response was within the configured SLA target (default 5 minutes). Below 90% usually means understaffing or routing issues during peak hours.

Actions when deflection rate is low:

• Check which intents are falling through to agents in Chat Intelligence
• Add or improve bot workflows for your top 5 missed topics
• Review Transfer step conditions — overly broad conditions hand off too early

Agent Performance — quality scores

AI-scored conversation quality for individual agents, based on a rubric applied to recent chats. Score above 80 is good. Agents scoring below 65 consistently should be coached on resolution and empathy dimensions. Agents with high volume but low scores may be rushing — check handle time vs quality tradeoff.

CSAT — benchmarks

Industry benchmark is 85%+ satisfaction rate. Below 75% is a signal something is wrong. Pull 1–2 star conversations and look for patterns: long wait, wrong answer, bot failures, unexpected transfers.

Chat Intelligence — what to do with missed topics

Themes with high missed rate = bot knowledge gaps. Build or improve a bot workflow for that topic, add a KB article and enable KB search, or check if the bot is transferring to the right team.

Leaderboard — using it well

Filter by team to compare within peer groups rather than across different-volume teams. Use leaderboard monthly in team meetings — public recognition drives engagement. Look at agents in the bottom quartile for two consecutive periods — that's a coaching conversation.

General guidance

Trend direction matters more than absolute numbers. A 60% deflection rate that is rising is better than a 70% rate that is falling. Bot and agent performance are one system — low agent CSAT often traces back to the bot failing first.