Routing & Availability Diagnostics Guide

What Is Routing Diagnostics?

Velaro logs every routing decision and availability snapshot so you can understand exactly why a chat was routed, missed, or handled by a bot. Administrators can investigate missed chats, uncoordinated coverage gaps, and after-hours issues using the Routing History page and the Live Dashboard.

Why Was a Chat Missed?

When a chat is marked Missed, Velaro stores a reason code and an availability snapshot at the moment of the miss. To see it:

1. Go to Rules > Routing History

2. Filter by Outcome Type: missed or search by conversation ID

3. Click a missed entry to see the availability snapshot: how many agents were online, how many were available, and how many were busy at capacity

Missed reason codes:

• NoAgentsOnline — nobody was logged in to the team
• AgentsNotAvailable — agents were logged in but set to Away or a non-available status
• AgentsBusy — agents were online and available-status but all at their max chat limit
• OutOfSchedule — the team's operating hours were closed at the time
• TimedOut — the visitor waited in queue longer than the configured timeout
• Abandoned — the visitor left the chat before being answered
• Rejected — an agent or admin manually rejected the conversation
• PreChatSurveyAbandoned — the visitor left during the pre-chat form or bot survey

How to Detect Uncoordinated Lunch Breaks

If chats are being missed during the same time window each day, agents may be going to lunch at the same time without coverage overlap. To investigate:

1. Go to Rules > Routing History

2. Set date range to the past 7–14 days

3. Filter by Outcome Type: missed-NoAgentsOnline or missed-AgentsBusy

4. Look for a cluster of misses in the same hour window (e.g., 12:00–1:00 PM)

5. Check the availability snapshot — "X agents online, 0 available" at that time confirms a capacity collapse

Fix: Stagger lunch breaks across agents or create an Unavailability Workflow to handle chats during that window (capture email, offer callback, etc.).

What Is the Live Dashboard?

The Dashboard page shows real-time agent and team status, refreshed every 15 seconds. It is the fastest way to see coverage gaps as they happen.

Coverage badge meanings on team cards:

• No badge (green border) — at least one agent is available and taking new chats
• "All agents busy" (amber badge) — agents are online but all are at their max chat capacity. New chats will queue or be missed.
• "No agents online" (red badge) — nobody is logged in to this team. All new chats will be missed unless a routing rule redirects them or an Unavailability Workflow runs.

Teams with coverage gaps are automatically sorted to the top of the dashboard.

When a Bot Routes to a Human and No One Is Available

If your workflow bot escalates to a human agent and no agents are available, Velaro automatically:

1. Checks if you have a Use Workflow on Unavailable rule configured for that team

2. If yes — runs that workflow (bot can collect email, offer callback, schedule appointment, etc.)

3. If no — marks the conversation Missed with reason AgentsBusy or NoAgentsOnline, sends alerts via SMS/Teams/Slack if configured, and records the availability snapshot

The availability snapshot is visible in Routing History and shows how many agents were online vs. available vs. busy at that exact moment.

How to Set Up an Unavailability Workflow

An Unavailability Workflow catches chats that would otherwise be missed and keeps the conversation going:

1. Go to Rules > Routing Rules

2. Create a new rule with trigger "Use Workflow on Unavailable"

3. Select the workflow to run (e.g., "Collect Email for Follow-Up" or "Schedule Callback")

4. Assign it to the team(s) that need coverage

The <<missedReason>> variable is available inside the workflow so the bot can say "We're currently closed" or "All agents are busy right now" in a natural way.

How to Ask Copilot About Routing Issues

You can ask the Velaro Copilot directly about routing problems. Example questions:

• "Why was conversation 12345 missed?"
• "How many chats were missed yesterday due to no agents online?"
• "Which teams have coverage gaps right now?"
• "What time of day do we miss the most chats?"
• "Show me the availability snapshot for conversation 98765"

Copilot will look up the Routing History and availability snapshots and explain what happened in plain language.

Routing History Filters

The Routing History page supports these filters:

• Days back (1–90 days)
• Trigger type — e.g., "auto-assign-unavailable", "route-to-team", "use-prechat-survey"
• Rule ID — filter to a specific routing rule
• Outcome type — filter to e.g. "routed_to_team", "workflow_started", or "missed-*" outcomes

Each missed entry shows: agents online, agents available, agents busy, and a plain-English miss detail line.

Routing Rule Conditions for Availability

You can build routing rules that react to team availability in real time:

• Team Availability condition — routes differently based on whether a team is Available, Busy, or Unavailable
• Queue Size condition — triggers overflow routing when a team's queue exceeds a threshold

Example: "If Sales team is Busy AND queue > 3 → route to Support team"

This lets you create automatic overflow paths so chats never pile up on a single team.