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 run a report against archived data
Older VICIdial call data moves to archive tables. Use the Search archived data checkbox to run a report against it without digging through SQL.
How to read the Real-Time Monitoring Log Report to see who listened in
The Real-Time Monitoring Log Report shows which manager monitored which agent, when, for how long, and what kind of session it was.
How to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
How to read the Dial Log Report and what the SIP codes mean
The Dial Log Report groups every placed call by its SIP response code. Here is how to read each column and turn a wall of codes into a real diagnosis.
How to read the Caller ID Log Report to see which CIDs you've burned
The Caller ID Log Report breaks calls down by the caller IDs a campaign used, so you can see which numbers are burned and rotate them before they go spammy.
How to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
How to read the Latency Gaps Report and what a gap actually means
A latency gap is a missing stretch of latency log entries while an agent was supposed to be logged in. Here's how the Latency Gaps Report reveals session trouble.
How to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
How to read the URL Log Report to debug webhook and webform calls
The URL Log Report records every URL VICIdial requested — dispo call URLs and WEBFORM clicks. Here's how to read it to find why a webhook or webform failed.
How to read the Agent Latency Report when the agent screen feels slow
The Agent Latency Report charts the web-connection latency of logged-in agents over a day. Here's how to read it when the screen feels sluggish.
What a good average talk time looks like and how it is measured
Average talk time is the time an agent spends on the line per call. Here is the formula, an honest range, and the exact VICIdial column that holds it.
What a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.