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 Carrier Log Report when calls aren't going out
When calls won't connect, the Carrier Log Report shows every dial attempt and the response code the carrier returned. Here is how to read and download it.
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 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.
Human answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
How VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
What sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.
What shrinkage is and how to spot it in VICIdial reports
Shrinkage is the gap between paid hours and hours actually spent handling calls. Here is how to estimate it from VICIdial timeclock and pause data.
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.
How to read the Performance Comparison Report
The Performance Comparison Report lines up calls, sales, and sales conversion across today, yesterday, and several prior days so trends jump out.
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.
How to read the Single Agent Daily Detail Report
The Single Agent Daily Detail Report shows one agent's dispositions per day across a date range, so you can see a pattern instead of one snapshot.
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.