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
How to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
How to read the VERM Agents report
A plain walkthrough of the VERM Agents report in VICIdial — what each sub-report tells you about login time, pauses, answered calls, and how busy your agents really were.
How to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
The difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.
What the VERM parked-calls-by-agent report shows
The VERM parked-calls-by-agent report counts how often each agent parks calls, drawn from the park_log table. Here is how to read it.
What the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
What the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
How to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
How to read the VERM Calls Per Day report
The VERM Calls Per Day report breaks answered and unanswered calls down by calendar date so you can spot which days carried the most volume and the longest waits.
How to read the VERM Unanswered report
The VERM Unanswered report isolates calls that never reached an agent. Here is how to read each sub-report so you know what is actually being lost.
What the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
VERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.