Team Management

Manage every agent,
every team, every shift

Flying blind on agent performance costs you CSAT points and burns out your best people. Velaro gives managers real-time visibility into who's doing what - and coaching data to make everyone better.

Team Overview - Live NOW
AT
Alex T.
3 active
4.9 ★
MS
Maria S.
2 active
4.7 ★
JK
James K.
0 active
3.8 ★
LR
Lisa R.
4 active
4.8 ★
TW
Tom W.
Break
- ★
Real-time
Agent Status View
Per-agent
CSAT Scorecards
Capacity
Limits & Scheduling
Roles
& Permissions
Team Tools

Everything a support manager needs to run a great team

Performance reviews shouldn't require spreadsheets. Coaching conversations shouldn't rely on memory. Velaro makes team management data-driven.

Teams & Groups
Organize agents into named teams - Support Tier 1, Sales, Billing, Spanish - and assign routing rules, permissions, and quotas per team.
Real-time Status Board
See every agent's status - available, busy, break, offline - and their live conversation count. Spot coverage gaps before the queue backs up.
Per-Agent CSAT Scorecards
Every CSAT rating is linked to the agent who handled the conversation. Monthly scorecards show trends - making performance reviews factual, not anecdotal.
Capacity Limits
Set max concurrent conversations per agent. Prevent burnout and ensure quality - no agent gets flooded while new conversations wait in queue.
Shift Scheduling
Set agent availability windows and schedule shifts. Routing automatically skips agents outside their scheduled hours - no manual status updates required.
Roles & Permissions
Granular role controls: Agents, Supervisors, Managers, and Admins. Limit who can see transcripts, export data, or change routing rules.
Performance Intelligence

Coach with data, not hunches

Every conversation generates coaching signals. Handle time, first-contact resolution, CSAT by ticket type, canned response usage - Velaro surfaces the numbers that make 1:1s productive.

  • Individual CSAT score vs team average trend
  • Handle time by agent and by conversation type
  • First-contact resolution rate per agent
  • Flagged conversations with low scores for review
  • Scheduled scorecard reports delivered by email weekly
Agent Scorecard - Alex T. (April)
4.9
CSAT Score
▲ +0.2 vs last month
3m 14s
Avg Handle Time
▲ 18s faster
94%
FCR Rate
▲ +3%
217
Conversations
▼ -8 vs target
"Per-agent CSAT scorecards changed how we do 1:1s. Conversations are now about specific trends, not vague feelings about performance."
Support Manager - SaaS company, 45 agents
"Capacity limits stopped our best agents from getting overwhelmed while new hires sat idle. Queue balance improved overnight."
Head of CX - Fintech platform
"Shift scheduling removed the daily status-update ritual. Agents set their availability once. Routing handles the rest. My team loves the autonomy."
Operations Lead - Healthcare platform
Plan Limits

Teams Scale With Your Plan

The number of routing groups you can create is tied to your plan. When your organization grows beyond what one team can handle — by product line, region, or channel — that's the signal to move up.

PlanTeams IncludedBest for
Starter1Single support queue
Professional3Support + Sales + Billing
Business10Regional teams + product lines
Enterprise50Global org + multi-brand

Need more than 50 teams? Enterprise accounts can request custom team caps via their account manager.

Team Routing Config
Support — Tier 1 8 agents
Enterprise Accounts 3 agents
Billing 2 agents
+ 7 more teams Business tier

Build the team your customers deserve.

Give managers the visibility to coach better and agents the tools to perform at their best.