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 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.
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 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.
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 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.
What average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
What the DNC/CI% column tells you about an agent
DNC/CI% is Do Not Call per human answers, a quick flag for agents removing far more leads from the pool than their peers.
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 dials-per-hour looks like in VICIdial
Dials per hour measures how many calls your dialer places per agent hour. Here is how to read it in VICIdial and what drives a healthy number.
What a good contact rate looks like and how VICIdial computes it
Contact rate is the share of dialed leads that reach a live person. Here is the formula, an honest benchmark, and where VICIdial surfaces the inputs.
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 Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.