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 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 Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
What the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
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.
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.
How to read the VERM Calls by Day of Week report
The VERM Calls by Day of Week report rolls every call onto the seven weekdays so you can see whether Mondays really are busier and Fridays really do answer slower.
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 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.
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.
What the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
VERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.