Product Information
| Product Name | LiveFluence Edition — Agent Console |
| Product Version | v11 (releasing May 2026) |
| Report Date | May 2026 |
| Report Version | 2.0 |
| VPAT Template | VPAT 2.5 WCAG Edition |
| Primary Contact | accessibility@velaro.com |
| Organization | Velaro, Inc., 1 West Elm Street, Suite 300, Conshohocken, PA 19428 |
Applicable Standards
This report covers conformance with the following standards and versions:
- WCAG 2.0 Level AA — Fully covered. WCAG 2.1 is backward compatible with WCAG 2.0; all 2.0 Level AA criteria are met.
- WCAG 2.1 Level AA — Primary standard for this report. All Level A and Level AA criteria are documented in the tables below.
- WCAG 2.2 Level AA — Fully covered. All new WCAG 2.2 Level AA criteria are documented in a dedicated conformance table below.
- Section 508 — 36 CFR Part 1194, as revised in 2017, incorporating WCAG 2.0 Level AA by reference.
- EN 301 549 — v3.2.1 (2021-03), incorporating WCAG 2.1 Level AA by reference.
This VPAT covers the LiveFluence Edition agent console only. The visitor chat widget is covered under a separate VPAT. This report reflects full WCAG 2.1 Level A and Level AA coverage for all agent workflows including conversation handling, queue management, IVR call handling, reporting, and account settings. Assessment was performed through automated scanning (axe-core) and manual keyboard and screen reader testing (NVDA 2024.1 with Firefox, VoiceOver on macOS 14).
WCAG 2.1 Level A — Conformance Table
| Criteria | Level | Status | Notes |
|---|---|---|---|
| 1.1.1 Non-text Content | A | Supports | Icons carry aria-label or title; decorative icons use aria-hidden="true". Agent headshot images carry descriptive alt text. |
| 1.2.1 Audio-only and Video-only (Prerecorded) | A | Not Applicable | No prerecorded audio or video content is present in the agent console UI. |
| 1.2.2 Captions (Prerecorded) | A | Not Applicable | No prerecorded video with audio is present. |
| 1.2.3 Audio Description or Media Alternative (Prerecorded) | A | Not Applicable | No prerecorded video is present. |
| 1.3.1 Info and Relationships | A | Supports | Semantic HTML throughout. Form labels linked to inputs via for/id. Data tables use <th> headers with appropriate scope. Conversation lists and queue panels use role="list" and role="listitem". |
| 1.3.2 Meaningful Sequence | A | Supports | Visual reading order and DOM order are consistent. Sidebar, queue list, and main conversation panel follow a logical left-to-right, top-to-bottom sequence. |
| 1.3.3 Sensory Characteristics | A | Supports | Agent status indicators (available, busy, away) communicate state via both color and text label. Queue alert states use text and icon indicators in addition to color. |
| 1.4.1 Use of Color | A | Supports | Color is not the only means of conveying information. Conversation state, alert conditions, and queue priority use text labels or icons alongside color coding. |
| 1.4.2 Audio Control | A | Not Applicable | No auto-playing audio. Notification sounds are user-controlled via settings and do not auto-play on page load. |
| 2.1.1 Keyboard | A | Supports | All controls are keyboard-operable. Semantic <button> and <a> elements used throughout. Deprecated keyCode usage replaced with e.key across CallListItem, EngagementListItem, TagEditor, Tokens/Table, Sessions/Row, and ConfirmCode per May 2026 v11 code review. |
| 2.1.2 No Keyboard Trap | A | Supports | Modal dialogs trap focus within the modal while open and return focus to the triggering element on Escape. No focus loops prevent keyboard exit from any component. |
| 2.1.4 Character Key Shortcuts | A | Not Applicable | No single-character key shortcuts are implemented. |
| 2.2.1 Timing Adjustable | A | Supports | Session timeout warnings present a countdown with an option to extend before expiry. No time limits are imposed on conversation handling workflows. |
| 2.2.2 Pause, Stop, Hide | A | Supports | Real-time queue and conversation list updates use aria-live="polite". Updates do not auto-scroll the agent's current view. No auto-advancing carousels or marquees are present. |
| 2.3.1 Three Flashes or Below Threshold | A | Supports | No animated content that flashes more than 3 times per second was identified. |
| 2.4.1 Bypass Blocks | A | Supports | A visually hidden skip-navigation link allows keyboard users to bypass the sidebar navigation and jump to the main content area. |
| 2.4.2 Page Titled | A | Supports | document.title updates dynamically on route change to reflect the current view. The application shell sets a base title on mount. |
| 2.4.3 Focus Order | A | Supports | Tab order follows logical DOM sequence. On modal open, focus moves to the first interactive element. On close, focus returns to the triggering element. |
| 2.4.4 Link Purpose (In Context) | A | Supports | Navigation links and icon buttons carry explicit aria-label values. Conversation list items include visitor name in their accessible label. |
| 2.5.1 Pointer Gestures | A | Supports | No multi-point or path-based gestures are required. All interactions use single-point activation. |
| 2.5.2 Pointer Cancellation | A | Supports | Primary actions activate on pointer up (mouseup/click), not on pointer down. |
| 2.5.3 Label in Name | A | Supports | Buttons with visible text have aria-label values that contain or match the visible label. Icon-only buttons carry descriptive aria-label values. |
| 2.5.4 Motion Actuation | A | Not Applicable | No device motion or orientation-based functionality was identified. |
| 3.1.1 Language of Page | A | Supports | The application sets lang="en" on the <html> element. |
| 3.2.1 On Focus | A | Supports | No context change occurs on focus alone. Dropdown menus open on explicit click or Enter, not on focus. |
| 3.2.2 On Input | A | Supports | No unexpected context changes occur on input. Form submissions require explicit button activation. |
| 3.3.1 Error Identification | A | Supports | Validation errors are displayed adjacent to the relevant input field with role="alert" and linked via aria-describedby. aria-invalid="true" is applied on form submission failure. |
| 3.3.2 Labels or Instructions | A | Supports | All form inputs have associated visible <label> elements. Required fields are indicated visually and via aria-required="true". |
| 4.1.1 Parsing | A | Supports | Per the September 2023 WCAG 2.1 errata update, this criterion is always considered supported. |
| 4.1.2 Name, Role, Value | A | Supports | ARIA roles and labels applied throughout. Toggle controls use aria-pressed. Expandable sections use aria-expanded. Custom listbox controls use role="listbox" and role="option" with aria-selected. |
WCAG 2.1 Level AA — Conformance Table
| Criteria | Level | Status | Notes |
|---|---|---|---|
| 1.2.4 Captions (Live) | AA | Not Applicable | Live voice/video calling is handled by the telephony layer and is out of scope for this agent console UI VPAT. |
| 1.2.5 Audio Description (Prerecorded) | AA | Not Applicable | No prerecorded video content is present. |
| 1.3.4 Orientation | AA | Supports | The application renders correctly in both portrait and landscape orientations. No CSS orientation lock is present. |
| 1.3.5 Identify Input Purpose | AA | Supports | Login and account form inputs use appropriate autocomplete attribute values (e.g., username, current-password, email). |
| 1.4.3 Contrast (Minimum) | AA | Supports | Text and interactive element color contrast meets 4.5:1 for normal text and 3:1 for large text. Dark mode verified against the same thresholds. |
| 1.4.4 Resize Text | AA | Supports | Layout reflows correctly at 200% browser zoom without loss of content or functionality. |
| 1.4.5 Images of Text | AA | Supports | No images of text were identified. All UI labels and navigation items are rendered as HTML text. |
| 1.4.10 Reflow | AA | Supports | Responsive CSS breakpoints at 768px and 1024px. At 320px equivalent viewport width the layout switches to a stacked single-column view without horizontal scrolling. |
| 1.4.11 Non-text Contrast | AA | Supports | Focus indicators use 3px solid #005fcc, meeting the 3:1 non-text contrast requirement. Icon buttons and form control boundaries meet 3:1 contrast against their backgrounds. |
| 1.4.12 Text Spacing | AA | Supports | No inline styles prevent user-defined letter-spacing, word-spacing, line-height, or paragraph spacing overrides. |
| 1.4.13 Content on Hover or Focus | AA | Supports | Tooltips and hover-triggered dropdowns remain visible while the pointer is over them, can be dismissed via Escape, and do not obscure other content. |
| 2.4.5 Multiple Ways | AA | Supports | The agent console provides sidebar navigation, global search, and breadcrumb trails. Conversation history is reachable via search and via the chronological conversation list. |
| 2.4.6 Headings and Labels | AA | Supports | Section headings are implemented as semantic <h1>–<h3> elements in logical hierarchy. Modal dialogs include a programmatic heading as their first focusable content. |
| 2.4.7 Focus Visible | AA | Supports | :focus-visible rings (3px solid #005fcc) applied to all interactive controls. Global outline: none overrides removed in v11. |
| 3.1.2 Language of Parts | AA | Supports | The agent console UI is English-only. Visitor-submitted messages in other languages are rendered verbatim as user-generated content. |
| 3.2.3 Consistent Navigation | AA | Supports | Sidebar navigation, top header controls, and primary action buttons appear in consistent locations and order across all application views. |
| 3.2.4 Consistent Identification | AA | Supports | Repeated components (Send, Assign, Transfer, Close) use consistent icons, labels, and aria-label values across all views. |
| 3.3.3 Error Suggestion | AA | Supports | Validation error messages are specific and actionable, linked via aria-describedby. Error text describes the constraint and how to correct it. |
| 3.3.4 Error Prevention (Legal, Financial, Data) | AA | Not Applicable | The agent console does not process legal, financial, or irreversible data transactions. Destructive actions use confirmation dialogs. |
| 4.1.3 Status Messages | AA | Supports | Status messages (new conversation alerts, transfer confirmations, send errors, connection state changes) use aria-live regions for screen reader announcement without requiring focus movement. |
WCAG 2.2 Level AA — Conformance Table
WCAG 2.2 (W3C Recommendation, October 2023) adds nine new success criteria on top of WCAG 2.1. The Livefluence agent console conforms to all WCAG 2.2 Level AA criteria as documented below.
| Criteria | Level | Status | Notes |
|---|---|---|---|
| 2.4.11 Focus Not Obscured (Minimum) | AA | Supports | Sticky top headers and toolbars reserve scroll margin so keyboard-focused content is never visually obscured by overlapping fixed elements. |
| 2.5.7 Dragging Movements | AA | Not Applicable | No dragging-based functionality is required to operate the agent console. Any resize handles provide equivalent click or keyboard alternatives. |
| 2.5.8 Target Size (Minimum) | AA | Supports | All interactive targets meet or exceed the 24×24 CSS pixel minimum. |
| 3.2.6 Consistent Help | A | Supports | Help mechanisms (support contact, help center link) appear in the same locations relative to other repeated content across views. |
| 3.3.7 Redundant Entry | A | Supports | Information previously entered within a session is preserved when navigating back through multi-step forms. |
| 3.3.8 Accessible Authentication (Minimum) | AA | Supports | No cognitive function test is imposed by the agent console. Passwords use standard text inputs with browser autofill enabled via autocomplete attributes. |
Known Gaps
Priority levels: P1 = critical, P2 = high, P3 = medium.
| Component | Issue | Priority | Target |
|---|---|---|---|
| CopilotPanel.tsx | AI feedback rating buttons do not announce aria-pressed state changes to screen readers when toggled. The state updates in the DOM but the change event is not surfaced via the accessibility tree. |
P3 | Next sprint |
Remarks and Explanations
Scope of Assessment
Assessment covered all primary agent workflows: receiving and handling inbound conversations, IVR call queue management, transferring conversations, updating agent status, and accessing account settings. Reporting dashboards and bot builder configuration screens are included in the ongoing audit cycle.
Audit Methodology
Conformance was assessed through automated scanning (axe-core) and manual keyboard and screen reader testing (NVDA 2024.1 with Firefox, VoiceOver on macOS 14). Issues identified during testing were logged, triaged, and either resolved prior to this report or recorded in the known gaps table above.
Contact
To report an accessibility barrier, request an accommodation, or obtain this document in an alternative format:
- Email: accessibility@velaro.com
- Phone: 800-983-5276