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 Agent Status Detail Report
The Agent Status Detail Report tallies the statuses each agent picked, with no time columns, plus the handy DNC/CI% field.
What wrap time is and how VICIdial estimates it
Wrap time is the after-call work an agent does before taking the next call. Here is what it covers and how VICIdial estimates it on the inbound report.
How to read the Team Performance Detail Report
The Team Performance Detail Report rolls every agent into their user group so you can compare whole teams on calls, sales, and contact ratio.
How to read the User Time Sheet
The User Time Sheet shows one agent's login, logout and call-summary times for a single day, the fast answer to where one person's hours went.
What service level (SLA) means and how VICIdial reports it
Service level is the share of inbound calls answered inside a target wait time. Here is how VICIdial reports it and what a good SLA looks like.
What dead time is and why it inflates talk time
Dead time is the part of a call after the customer hangs up, and it quietly pads agent talk time unless you subtract it.
How to read the User Timeclock Report
The User Timeclock Report totals clocked hours for one user or a whole user group, using only closed shifts that have a logout entry.
What a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
How to read the User Timeclock Detail Report
Queried by user group, this report lists every timeclock punch per agent alongside their total clocked time, the audit trail behind the hours total.
How to read the Agent Performance Detail Report
This report combines status counts with pause, wait, talk and dispo time for a full breakdown of an agent's shift on a campaign.
What a good conversion rate looks like in VICIdial
Conversion rate is sales divided by the people you actually reached. Here is how to read it in VICIdial and what counts as a healthy number.
How to read the User Group Timeclock Status Report
A live, current-day report showing by user group who is logged into the timeclock and the agent interface, so managers can fix shift logins at a glance.