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.
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 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 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.
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 read the Agent-Manager Chat Log when you need a record of a conversation
The Agent-Manager Chat Log lets you view and search internal chats between managers and agents, and between agents, when you need a written record.
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.
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 Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
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 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.