VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
Historical vs Summary campaign reports
VICIdial's Reports tab has outbound, inbound, and agent summaries that roll up a single day per campaign. Here's the difference between a quick summary view and a deeper historical dig, and when to reach for each.
Campaign Stats Refresh: how often numbers update
Not every number in VICIdial updates the same way. The little call-count graphs build in the background, the real-time screen ticks on its own, and most other reports recalculate when you load the page. Here's what refreshes when.
Real-Time Campaign Stats: reading the main screen
The Real-time link on a campaign shows you what's happening right now — dialable leads, hopper count, dropped calls, agents logged in. Here's how to read each number and what it tells you about your dialing.
Agent Ready Max Seconds Logout explained
An agent stuck in READY for an hour with no calls is usually a sign something broke. Agent Ready Max Seconds Logout catches that case and logs the agent out, so a silent dialing problem does not hide behind a "logged-in" agent.
Agent Pause Max Status: capping pause time
When an agent sits paused too long, VICIdial can auto-log them out — and Agent Pause Max Status decides what disposition gets stamped on whatever call they left open. Here is how the two settings work together.
Auto Pause Pre-Call Work explained
Auto Pause Pre-Call Work keeps the dialer from dropping a call on an agent who is mid-task — looking up a lead, checking callbacks, entering a pause code. It auto-pauses them so the next call never lands on a distracted agent.
Agent Pause Codes: tracking why agents pause
Pause codes turn "agent is paused" into "agent is on a 15-minute break." Set them up per campaign and you finally know where your floor's idle time actually goes, with the data sitting right in the agent log.
Wrapup Message: what to show agents between calls
The Wrapup Message is the bit of text agents see on the wrapup screen between calls. Small field, real value: use it for reminders, scripts, and the next thing they should do before the next call lands.
Wrapup Seconds: giving agents time after a call
Wrapup Seconds forces a short pause after every call so agents can finish notes before the next one lands. Here is what the setting does, when to use it, and how to keep it from quietly slowing your floor.
Campaign Survey settings explained
A field-by-field tour of the Campaign Survey section in VICIdial: audio files, DTMF digits, opt-in routing, no-response action, and the extra digit paths that build a branching survey.
How to set up a broadcast (robo) campaign
A step-by-step setup for a broadcast campaign in VICIdial: record the message, choose a playback method, configure the remote agent, and start the run with no live agents.
Broadcast dialing without live agents
Broadcast dialing plays a recorded message to a list with no live agent on the call. Here are the three playback methods, the trade-offs of each, and where it is allowed.