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
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.
What first-call resolution is and how VICIdial computes it
First-call resolution in VICIdial is calls handled divided by leads handled. Here is where the column lives and how to read it.
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 read the LAGGED Summary Report and spot lag clusters over time
The LAGGED Summary Report charts agent lag events on a timeline so you can see clusters instead of single stutters. Here's how to read the pattern.
How to read the API Log Report when an integration stops working
The API Log Report shows API entries for a date and time range, filterable by API User, Agent User, Function, and Result, so you can find why an integration broke.
How to read the SIP Event Report and spot false answers
The SIP Event Report sorts SIP messages by ring-time and other criteria. Here is how to enable it and use it to catch false answer supervision.
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 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 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 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 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.
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.