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 VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
How to Read the VICIdial Outbound Calling Report
A plain walkthrough of the VICIdial Outbound Calling Report: dialed calls, drops, no-answers, hangups, dispositions, lists, and the time graph.
How to Read the VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
What Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
What No-Answer (NA) Calls Mean on the Outbound Report
The No-Answer (NA) total on the VICIdial outbound report counts calls that never reached a person. Here is what it includes and why the rate climbs.
How to Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
How to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
How to Read the VERM Outcome Statuses Report in VICIdial
A plain walkthrough of the VERM Outcome Statuses report: how it breaks calls down by their final disposition and what each status count actually tells you.
What Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
VICIdial Outbound Report Sections Explained
Each section of the VICIdial outbound report answers one question. Here is what dials, drops, no-answers, hangups, dispositions, and lists each tell you.
How to Read the VICIdial Inbound Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
How to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.