How "Hide Label in Call Logs" works in VICIdial

Hiding a field from the agent screen feels like it should hide it everywhere. It does not. If you have campaign call logs enabled, an Agent can still see a field and its data in the call log even after you have told the screen label to hide it. The Hide Label in Call Logs option is the second lock that closes that gap, and it matters most for sensitive data you do not want surfacing twice. If you have ever hidden a field and then been surprised to find it still readable in the agent's call history, this is the setting you missed.

What the option actually does

On a screen label, you can set any of the 19 standard fields to ---HIDE--- to remove both the label and the field from the live agent interface. That covers the call workspace, where the agent is actively working the record. But the agent call logs are a separate view, the history an agent can pull up of their recent calls. If call logs are enabled on the campaign, they will still show the field and its data even though you hid it on the main screen, unless Hide Label in Call Logs is set to Y. So you have two layers: ---HIDE--- handles the live screen, and Hide Label in Call Logs handles the log view. They are independent, and that is the whole reason this option exists as its own setting rather than being folded into ---HIDE---.

Set it to Y and the field plus its data drop out of the agent call logs entirely. This is the right move for anything an agent should not be able to retrieve after the call, the kind of detail you would normally protect for PCI pause or general privacy reasons. One thing to keep straight: if call logs are not enabled on the campaign at all, there is nothing for the agent to see in a log regardless of this setting. The option only becomes relevant once those logs are switched on. Treat Y as the safe default for anything you are hiding for compliance rather than tidiness. For how this option sits alongside the rest of the label settings, the agent screen configuration guide lays out the whole template.

The two-layer logic

flowchart TD
  A[Field set to HIDE] --> B[Hidden on live agent screen]
  A --> C{Call logs enabled}
  C -->|No| D[Nothing shown in logs]
  C -->|Yes| E{Hide Label in Call Logs}
  E -->|N| F[Field and data still visible in logs]
  E -->|Y| G[Field and data removed from logs]

The diagram shows why hiding a field once is not always enough. The live screen and the call logs are governed separately, and only the Y setting closes both doors.

When to use it

Reach for Hide Label in Call Logs whenever the data is more sensitive than just clutter. A security phrase, an internal vendor code, or anything tied to Express written consent records is a good candidate. If you are only trying to declutter the agent view and the data is harmless, hiding it on the screen with ---HIDE--- alone is fine and you can leave Hide Label in Call Logs at its default. The two settings answer different questions: ---HIDE--- asks whether the agent should see the field while working the call, and Hide Label in Call Logs asks whether they should be able to look it up afterward. Sensitive data usually means no to both. Screen labels themselves are close cousins of agent scripts, since both shape what the agent sees during a call, so if you are new to the whole area it helps to read what a VICIdial script is to see how the agent-facing layer fits together. Then set both hide layers deliberately rather than by accident.

The short version: hiding a field on screen and hiding it in the logs are two different switches, and compliance usually wants both. If you would rather run on a managed VICIdial where these privacy controls are quick to set and verify, see VICIfast pricing.