Generating Reports and Insights
The Reporting & Insights section enables Team Leads and Administrators to generate, customise, and schedule comprehensive reports. These reports are essential for getting an insightful look into metrics, understanding trends, and making better operational decisions.
1. Creating a Custom Report
The Create Report modal is used to generate reports on interactions (calls, chats, or both). Reports can be created as a one-time report or scheduled to run automatically.
Step 1: Set the Date Range
Choose the specific time period you want your report to cover.
- Use the calendar picker to select a start date and end date.
- Alternatively, use quick-select options like "Last Month" (useful for the Monthly Report workflow).
Step 2: Choose Interaction Type
Select which interactions should be included in the analysis.
- All: Includes both calls and chats.
- Calls: Includes only call interactions.
- Chats: Includes only chat interactions.
Step 3: Filter by Department or Team
Define the scope of the data you want to report on.
- Use the Select departments field to include one or more departments.
- Use the Select teams field to narrow the report to specific teams.
- (Optional) Tick Include interactions with unspecified agent if you need to include calls or chats not linked to a particular agent.
Step 4: Choose Report Data Points (Metrics)
Select the key metrics you want included in the report. You can select all available metrics or pick only the ones that matter to your stakeholders.
| Agent & Volume Metrics | Quality & Analysis Metrics |
|---|---|
| No. Agents | Average Agent Score |
| No. Calls | No. Alerts |
| No. Chats | No. Pain Points |
| Ave Call Duration | No. Keywords |
| Average Silent Time | No. Languages |
| Talk-to-Listen Ratio | Sentiment Distribution (and many more...) |
Step 5: Select Report Format (Visualisation)
Choose how the data should be visualised. You can mix and match data points with your preferred style.
- Line
- Bar
- Pie
- Doughnut
- Table
For large teams or detailed data comparison, start with Table format reports to quickly review exact figures before switching to charts for visual trend insights.
2. Generate or Schedule the Report
Once the report is configured, you can generate it immediately or set it to run automatically.
A. One-Time Report
- Click Create to generate a one-time report immediately.
B. Scheduling a Recurring Report
- If you would like this report delivered regularly, select Schedule Report (available in scheduling options).
- You can schedule recurring reports to run daily, weekly, or monthly.
- The system allows you to View scheduled reports and manage them.
C. Reviewing Insights and Recommendations
After the report is generated, Vela AI produces an analysis of the data, making suggestions on what the data might mean and what might need attention.
- Review the Insights section for AI-powered recommendations.
- Download and share the final reports with stakeholders.
The expected outcome is that management receives a comprehensive performance summary and actionable recommendations.