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 Stats page
The User Stats page bundles a dozen per-agent reports into one screen so you can see talk time, logins, calls and pauses for any date range.
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 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 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.
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 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.
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 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.
What a list pass is and why it matters
A list pass is one full cycle through a list's leads; the number of passes tells you how hard you've worked the data and how penetrated it is.
How to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
How to find your best lead source in VICIdial
Use the Outbound Lead Source Report to compare source_id performance and spot which feed actually converts before you spend more on it.
How to read the Called Counts List IDs Report
The Called Counts List IDs Report shows a called-count breakdown by status for one or more lists, optionally within a date range.