Leaderboard and Team Benchmarking
Leaderboard & Team Benchmarking
The Velaro Leaderboard gives agents and supervisors a real-time view of individual and team performance ranked by key metrics. It creates healthy competition, surfaces coaching opportunities, and helps managers quickly identify both top performers and agents who need support.
Accessing the Leaderboard
Go to Reports → Leaderboard. Agents can also see their own rank from the My Performance tab in the agent workspace.
Available Ranking Metrics
| Metric | Definition |
|---|---|
| Conversations Handled | Total conversations resolved in the selected period. |
| CSAT Score | Average customer satisfaction rating (1–5 stars). |
| First Response Time | Average time from conversation assignment to the agent's first message. |
| Resolution Time | Average time from conversation start to close. |
| Bot Assist Rate | Percentage of the agent's conversations where the bot resolved part of the issue before handoff. |
| Canned Response Usage | Percentage of responses using approved templates — useful for compliance-sensitive industries. |
| Quality Score | AI-assessed conversation quality score (see Agent Performance & Quality Scoring). |
Filtering the Leaderboard
Use the controls at the top of the Leaderboard page to filter by:
- Time period — Today, This Week, This Month, or custom date range.
- Team — view rankings within a specific team or across all teams.
- Channel — filter to web chat, SMS, WhatsApp, email, or voice conversations only.
- Metric — change which metric drives the ranking.
Agent View vs. Supervisor View
- Agents see a personal performance summary and their rank relative to peers, but do not see other agents' raw scores by default (configurable).
- Supervisors see the full ranking table with all agents' scores, drill-down links to individual agent conversation history, and the ability to export the leaderboard.
Configure visibility settings under Settings → Reporting → Leaderboard Visibility.
Benchmarking Against Team Averages
Each agent's metric card shows their score alongside the team average and a trend arrow showing whether they are improving or declining compared to the previous period. This context helps agents understand whether their score is exceptional or just average for their team.
Using Leaderboard Data for Coaching
When you click an agent's name, you see their conversation history filtered to the selected time period. You can sort by quality score to surface the conversations that most need review. Add an internal note to any conversation for coaching feedback — the agent sees these notes the next time they open that conversation.
Displaying on a Wall Screen
The Leaderboard page has a Presentation Mode (full-screen icon in the top right). This mode hides navigation and auto-refreshes every 60 seconds — suitable for displaying on a TV or monitor in the office floor. Combined with team-filtered views, each team can have their own dedicated screen.
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