The Status page separates the health of Velaro's services from the connection your browser has from this computer. Connection Stability describes the recorded real-time connection for this browser session; Connection Diagnostics runs fresh checks from this browser.

Connected while awake

The panel shows one percentage: the time this browser had a recorded SignalR connection divided by the time it was awake and observable. It labels the window, up to the last 24 hours. If the tab has less than 24 hours of recorded history, the window starts with its first recorded event; it does not imply earlier coverage.

Computer sleep, a hidden tab, browser-offline intervals, and time between a recorded page unload and the next page load are excluded from the awake denominator. A sleeping interval does not count as connected time. For example, seven minutes asleep reduces the measured window's awake time by seven minutes; it does not turn disconnected time into connected time. The details show the connected and awake durations used in the percentage and the number of connection drops. There is no second raw percentage that includes sleep.

The timeline records SignalR connects, disconnects and reconnects; tab visibility; browser freezes; computer sleep; network offline and online; page loads and reloads; and status changes when Velaro marks an agent Away or Offline and restores them.

Why an agent's status might change to Away

Browsers such as Edge and Chrome can suspend inactive background tabs to save battery and memory. While a tab is suspended, it cannot keep the real-time connection active. Velaro detects the unavailable tab and changes the agent's status so new conversations are not routed to an unreachable agent; when the agent returns, the status can be restored according to the configured presence behavior. The event appears in the agent's Connection Stability timeline.

Reduce browser tab sleep

An agent can exempt the Velaro console from tab sleep in their own browser settings:

• Microsoft Edge: Settings → System and performance → “Never put these sites to sleep” → Add the Velaro console URL.
• Google Chrome: Settings → Performance → Memory Saver → “Always keep these sites active” → Add the Velaro console URL.

Keeping the Velaro tab visible and active can also help. Installing Velaro as a browser app (PWA) does not prevent tab sleep. IT administrators can deploy browser policies, including Edge's SleepingTabsBlockedForUrls or Chrome's TabDiscardingExceptions, through managed browser settings.

Read Connection Diagnostics

Select Run diagnostics for a fresh set of browser and network checks. The result separates Your Connection from Velaro Endpoints.

Under Your Connection, the browser checks common reference sites such as Google, Cloudflare and Microsoft. Their response times are comparison points for this browser's internet access, not Velaro service measurements. The page also compares a browser round trip to Velaro with the median response time from those reference sites. This sample includes both the network and the responding service; it does not isolate the internet route. The page identifies which side returned the slower response and shows Velaro's internal processing time separately when available.

Under Velaro Endpoints, diagnostics reports the results of requests to Velaro services. Link stability summarizes the Velaro probes that answered, their average and range, and jitter (variation in response time). These browser round-trip values can differ from Velaro's internal processing time because a browser request includes travel over the network.

The page also shows the region serving the connection and, when configured for the account, data residency information. A reference-site failure alone does not establish a Velaro service outage; compare it with the Velaro endpoint results and the result banner.

Checks and reset

Checks Today on This Desktop counts diagnostics from this browser's local storage. It is separate from the platform-wide, server-monitored Velaro Service Uptime. Use Run diagnostics for a fresh browser and network check. Reset today's data clears today's locally stored diagnostics and the browser's connection events; it does not change server-monitored uptime. Reset this desktop's data in the Connection Stability panel clears the local connection event timeline.