Velaro Scheduled Email Reports

Velaro sends automated email report summaries to managers and team leads on a daily, weekly, or monthly schedule. Each report email contains real KPI cards and trend data drawn live from your account — no login required to read the numbers.

How to Subscribe

Go to Reports → Email Subscriptions and click Add Subscription. Choose:

• Report type — which report you want
• Frequency — Daily (sent at 7 AM PT), Weekly (Monday), or Monthly (1st of month)
• Recipients — your email address is pre-filled; you can add others

You can have multiple subscriptions — for example, a daily Missed Chats and a weekly Agent Performance.

Available Reports

Conversations

What it shows: total conversation volume, resolved vs missed vs open breakdown, bar chart of outcomes.

Key KPIs: Total · Resolved · Missed · Open

Use this for: daily volume check, spotting days with unusual miss rates, confirming staffing was adequate.

Missed Chats

What it shows: total missed/abandoned conversations broken down by reason — why each chat went unanswered.

Key KPIs: Conversations · Missed · Abandoned · Miss Rate %

Miss reason breakdown:

• No Agents Online — nobody was logged in
• No Agents Available — agents logged in but all set away/unavailable
• All Agents Busy — agents available but at their concurrent chat limit
• Out of Schedule — chat arrived outside business hours
• Timed Out — visitor waited in queue, no agent accepted within the timeout window
• Abandoned by Visitor — visitor left the plain queue before connection
• Left During Bot Survey — visitor closed the widget while the bot was mid-conversation
• Left Before Agent Transfer — bot completed its conversation flow but visitor left before being connected to an agent
• Rejected by Agent — an agent or manager actively rejected the chat

Use this for: identifying the root cause of misses — is it a staffing problem, hours problem, or routing problem?

Agent Performance

What it shows: conversations handled, unique agents active, resolved count, and average handle time.

Key KPIs: Total Handled · Active Agents · Resolved · Avg Handle Time

Use this for: weekly performance reviews, identifying high and low performers, spotting handle time outliers.

Response Time

What it shows: how quickly agents respond to incoming chats.

Key KPIs: Total · Avg First Response · P90 Response · Under 30s %

• Avg First Response — mean time for agents to send a first message. Useful but hides worst-case experiences.
• P90 Response — 90% of conversations received a first response within this time. Enterprise SLA contracts typically specify P90, not average. Color-coded: green < 1 min, yellow < 3 min, red ≥ 3 min.
• Under 30s % — percentage of responses that arrived within 30 seconds. Industry benchmark for live chat is 80%+.

Use this for: SLA monitoring, enterprise contract compliance (P90), training focus, shift coverage gaps.

Service Level

What it shows: SLA compliance — what percentage of conversations received a response within your configured SLA threshold (default: 30 seconds).

Key KPIs: Total · Within SLA % · Serviced · Missed

The SLA threshold is configured per account in Subscription settings. Color-coded: green ≥ 80%, yellow ≥ 60%, red < 60%.

Use this for: formal contact center SLA reporting, client-facing compliance dashboards.

Agent Availability

What it shows: which agents were actively handling conversations during the period.

Key KPIs: Active Agents · Handled · Avg Load · Peak Day

"Avg Load" = conversations per agent for the period. "Peak Day" = highest number of simultaneously-active agents on any single day.

Use this for: understanding actual staffing utilization vs scheduled headcount.

Agent Utilization

What it shows: how much work each agent handled, including average handle time per conversation.

Key KPIs: Conversations · Active Agents · Avg Per Agent · Avg Handle Time

Use this for: workload balancing, identifying underloaded or overloaded agents.

Account Utilization

What it shows: total activity across your account — conversation volume, unique customers, daily averages, and peak load.

Key KPIs: Conversations · Unique Contacts · Avg / Day · Peak Day

Use this for: capacity planning, understanding growth trends, demonstrating volume to leadership.

Calls / IVR

What it shows: voice call and IVR volume, answering rate, and average call duration.

Key KPIs: Total Calls · Answered · Missed · Avg Duration

IVR-specific metrics are filtered to TwilioIvr and click-to-call sources only.

Use this for: voice channel health, hold-time monitoring, staffing the phone queue.

Tickets

What it shows: support ticket volume and resolution status for the period.

Key KPIs: Total · Open · Resolved · SLA Breached

Also shows: Re-open Rate — percentage of resolved tickets that were subsequently reopened. A rate above 10% suggests tickets are being closed before issues are truly resolved.

"SLA Breached" counts tickets where the resolution deadline was missed. Requires SLA policies to be configured in Tickets settings.

Use this for: ticket backlog monitoring, SLA compliance, support team throughput, identifying premature closure patterns.

Schedule Adherence

What it shows: how closely agents followed their scheduled shifts — percentage of shift time they were in "Available" status.

Key KPIs: Agents Tracked · Avg Adherence · Late Logins · Excused Days

• Avg Adherence — % of scheduled time agents spent in Available status. Target: 90%+
• Late Logins — agents who set Available status more than 5 minutes after their shift started
• Excused Days — PTO/sick days marked as exceptions (excluded from adherence denominator)

Requires Work Schedules to be configured and agents assigned to schedules.

Use this for: workforce management accountability, shift planning, identifying chronic late arrivals.

Customer Health

What it shows: contact health score distribution across your account — champion vs at-risk contacts.

Key KPIs: Total Scored · Avg Score · At Risk · Champions

Health score (0–100) = weighted combination of NPS, CSAT, sentiment, and engagement. Calculated nightly.

Use this for: account management, proactive outreach to at-risk contacts, retention monitoring.

Sentiment

What it shows: AI-scored sentiment across all conversations for the period — positive, negative, neutral — compared against the prior period.

Key KPIs: Total Rated · Positive · Negative · Neutral

Also shows: trend arrow (↑↓→) vs prior period, top agent, at-risk contacts with declining sentiment.

Use this for: overall customer mood trending, coaching focus, detecting product or process problems before they escalate.

Surveys (NPS + CSAT)

What it shows: post-chat survey responses — NPS score, CSAT rating, total responses.

Key KPIs: Total Responses · NPS Score · CSAT / Stars / Thumbs · Surveys Active

NPS color coding: green ≥ 50, yellow ≥ 0, red < 0. Industry average NPS for SaaS/support is 30–50.

Use this for: formal CSAT and NPS reporting, stakeholder dashboards, QBRs.

Bot Containment

What it shows: how effectively your AI bot is resolving conversations without human involvement — the #1 metric executives ask about for AI deployments.

Key KPIs: Bot Conversations · Contained by Bot · Containment Rate · Time Saved (estimated)

• Containment Rate — % of bot-handled conversations resolved without any human agent. Industry target: 40–70% depending on use case complexity.
• Time Saved — estimated agent hours saved at 6 min/deflection (industry average handle time). Shows the ROI of your bot in plain language.
• Escalation Rate — % of bot conversations that needed human intervention. The inverse of containment rate.
• Avg Bot Handle Time — average duration of conversations the bot resolved end-to-end (useful for identifying if the bot is handling complex issues faster or slower than agents).
• Trend vs prior period — containment rate compared to the previous period of equal length, with direction arrow.

What counts as "contained": the conversation had bot/workflow involvement, was resolved or closed, and no human agent was ever assigned.

Use this for: AI performance reviews, ROI reporting for leadership, identifying bot training gaps (high escalation rate points to workflow gaps), quarterly business reviews.

Requires: EnableBotContainmentReport subscription flag.

Transfer Rate

What it shows: the percentage of agent-handled conversations that were transferred to a different agent or team during the conversation.

Key KPIs: Agent Conversations · Transferred · Transfer Rate · Direct Resolved

Color coding: green ≤ 10%, yellow ≤ 25%, red > 25%.

A high transfer rate signals routing misconfiguration (conversations reaching the wrong team first), agent skill gaps (agents unsure how to handle and passing it on), or team structure problems (no clear ownership).

Use this for: diagnosing routing quality, agent training focus areas, team structure reviews.

Escalation Funnel

What it shows: the complete customer journey in a single report — from first contact through bot handling, human queue, resolution, and missed. Replaces the need to read four separate reports to understand the full picture.

Key KPIs: Total Contacts · Bot Contained · Answered by Agent · Missed / Abandoned

Also shows a visual funnel with: Total → Bot Conversations → Bot Contained → Reached Human Queue → Answered by Agent → Missed, plus three summary rates: containment rate, human answer rate, overall miss rate.

Use this for: executive dashboards, QBRs, understanding where volume is going and where it's being lost. The funnel view immediately shows whether a miss problem is a bot problem (low containment + high escalation abandonment) or a staffing problem (high queue volume, low answer rate).

Unsubscribing

Each email includes a Manage Subscriptions link at the bottom. Click it to change frequency, pause, or cancel any subscription.

Data Freshness

Report data is pulled live at send time. For daily reports, the window is the previous calendar day (midnight–midnight PT). Weekly covers the previous Monday–Sunday. Monthly covers the previous full calendar month.

Caps and Scale Note

Email report summaries are designed for quick digest reading, not full data exports. Each report processes up to 100,000 conversations per period. For complete data, use the full Reports pages with CSV export — those have no sampling cap.