Advanced Reporting

Velaro’s reporting capabilities are absolutely unmatched in the click-to-chat industry.   Providing the richest utilization statistics on the market today, Velaro offers small businesses and large multi-agent organizations detailed information in a robust reporting environment, guaranteed to provide you the information you need.

Small Business Reporting

Velaro’s small business reporting provides you with the core data you need to effectively run your business, some of our statistics we provide, include:

Usage Statistics

You can have automatic e-mails with daily usage statistics and summaries including: the total number of chats and the total amount of chats occurring for all agents sent to a corporate e-mail address.

Missed Chats

You can see the total amount of missed chats with the specific hours in which those missed chats occurred, allowing you to see at a glance where increased coverage is needed.

Missed Chats with E-mail

You can see the total amount of missed chats that resulted in the visitor filling out a contact form and providing you contact information.

Auto Open Requests

You can see the number of automatic requests that are made to your website visitors.

Auto Open Chats

You can see the number of auto-open requests that result in a chat conversation.

Total Number of Chats by Agent

You can see the amount of chats by each specific agent (agent name.)

Average Chat Time

You can see the average time that an agent spends chatting.

Account Utilization

View overall statistics for the entire organization.

Enterprise Call Center Reporting

Velaro’s Enterprise Reporting capabilities extend beyond overall account utilization and allow you to drill down into individual agent performance.   Some enterprise call center statistics we make available include:

Aggregated Call Center Reporting

View the combined statistics of each and every site you support, or manually select the sites you would like to summarize in your reports.

Agent Satisfaction

Every chat ends in a post-chat survey that lets your visitors rate their experience with whatever set of questions you determine.  Velaro takes that information and correlates it to the agent who fielded the chat, and provides comprehensive reporting to allow you to see which agents are getting good reviews, and which ones are getting “not so good” reviews.

Individual Agent Utilization

View individual agent utilization statistics, including these key items & much more:

• Total time available
  Shows you the total amount of time each agent has been available.
• Total chats
  Shows you the total number of chats each agent has supported.
• Total chat time
  Shows you the total amount of time each agent has supported chat sessions.
• Average chat time
  Shows you the average amount of time each agent spends supporting a chat.
• Multi-chat time
  Use keyword analysis for search engine optimization and search engine placement analysis.
• Idle time
  Shows you the amount of time that an agent was logged into the Velaro service and not chatting with anyone.
• Utilization
  Shows you the ratio of time that an agent was chatting with someone compared to the time that they were idle.
• Average response time
  Shows you the average amount of time each agent took responding to each line of text from your site visitor.
• Response efficiency
  Shows you the performance ratio defined by your organization to determine whether each agent is responding to your site visitors in a reasonable amount of time.
• Proactive chat requests and sessions
  Shows you the number of proactive chat requests that each agent makes to your website visitors in real-time. Velaro also measures the amount of requests that are actually converted to chat sessions.
• Abandoned chats
  Shows you the number of chats each agent supported that were abandoned before a conversation actually started.
• Average queue time
  Shows you how long each of your visitors who requested a chat session was held in a queue (if you activate Velaro’s advanced routing capabilities.)