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Frequently Asked Questions (FAQ)

General​

Q: What is Vela?
A: Vela is a platform that helps call centers analyze conversations, track performance, and improve customer experience.

Q: Who can use Vela?
A: Vela is designed for call center teams including agents, team leads, and administrators.

Uploads & Data​

Q: What file formats are supported for call uploads?
A: You can upload audio in .wav or .mp3 format, along with a CSV metadata file.

Q: How long does it take for calls to process?
A: Processing times vary based on call length, audio quality, and batch size. Short calls usually process within a few minutes.

Dashboard​

Q: Why don’t I see any data on my Dashboard?
A: If you haven’t uploaded calls or chats yet, performance data won’t appear. Upload interactions to start seeing metrics.

Q: Can I customize my Dashboard?
A: Yes. Vela automatically adapts the layout based on your screen size, and you can adjust visible metrics in your preferences.

Account & Security​

Q: How do I log in?
A: You can log in using email/password or through Single Sign-On (SSO) if your organization has enabled it.

Q: Does Vela support multi-factor authentication (MFA)?
A: Yes, MFA can be enabled for added account security. Contact your administrator for setup details.

Support​

Q: Where can I get help if I run into issues?
A: You can reach us through: