Velaro's sentiment analysis gives supervisors and account managers a real-time and historical view of how each customer relationship is trending. Sentiment is tracked per contact and per conversation, using a combination of satisfaction scores and weighted trend analysis.

How satisfaction scores work

Velaro's satisfaction scoring uses a numeric scale from 1 to 10:

• 9 to 10: Positive or promoter response (green)
• 7 to 8: Neutral or passive response (yellow)
• 1 to 6: Detractor or at-risk response (red)

These color bands appear in leaderboards, contact trend views, and the satisfaction overview report.

EWMA trend scoring

Alongside the all-time average, Velaro maintains an Exponentially Weighted Moving Average (EWMA) score for each contact. The EWMA applies 30% weight to the most recent conversation and 70% to prior history. This means the score reflects how the relationship feels right now rather than its full historical baseline.

When the EWMA score is trending down, the contact is flagged for follow-up in the supervisor dashboard.

Where sentiment appears

Sentiment indicators are surfaced in several places across the platform:

• Contact profile: Shows the all-time average and EWMA trend for the individual contact
• Leaderboard: Ranks agents by average satisfaction score across their handled conversations
• Satisfaction overview report: Aggregated view across all contacts and channels with color-coded trend lines
• Contact trend view: Per-contact history showing how satisfaction has changed over time

Bot-handled conversations

Conversations handled entirely by automation receive the same satisfaction scoring as agent-handled conversations when a post-chat survey is completed. This lets you compare bot containment satisfaction against live agent satisfaction and identify bot workflows that may need improvement.

Configuring satisfaction surveys

Post-chat surveys that feed the sentiment score are configured under Settings in the admin console. You can set the survey prompt, choose the scale format, and control when the survey is displayed (end of conversation, after a specified idle period, or always).

Contact support@velaro.com for questions about your satisfaction report configuration or to enable sentiment analysis on your account.

See also

• Velaro Bots and AI Guide for how bot-handled conversations are scored
• SSO Session Management for managing agent access
• Velaro Channels Guide for channel-specific sentiment patterns
• Velaro Release Notes