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
The VERM disconnections sub-report explained
The VERM disconnections sub-report breaks answered calls down by why they ended. Here is how to read the counts, percentages, and charts.
What the VERM Schedule Adherence report measures
The VERM Schedule Adherence per day sub-report counts how many distinct agents were logged in each day and what share of staffed agents each day held.
What the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
What the VERM Inclusive SLA report shows
The VERM Inclusive SLA per day sub-report buckets answered calls by wait-second intervals and shows the share answered within each band, per day.
The difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.
How VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
How to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
How to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
What the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
What the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
What the VERM transfers sub-report shows
The VERM transfers sub-report breaks transfers down per in-group. Here is how to read the counts and percentages and what they tell you about routing.
How to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.