How to build a reporting queue in VERM

Before VERM can show you anything useful, you need a queue. In VERM a queue is not a phone hold line — it is a reporting object: a named collection of campaigns and ingroups you want to report on together. Every report you run is scoped to the queue you pick, so the queue you build quietly decides which calls get counted and which numbers ever appear.

Where queues are created

Queues are created and modified in the administrator section, not on the VERM front page itself. The VERM Settings links point straight back to those admin pages where users, queues, and user groups are added, modified, or deleted. You need the right privilege to manage queues, so if the option is missing for an operator, that is a roles question, not a VERM bug.

Decide what belongs in the queue

A queue can hold any mix of campaigns and ingroups. The grouping you choose should match the question you want answered:

1. One queue per team — bundle the campaigns and ingroups a single team works, so one report covers their whole day.
2. One queue per direction — keep outbound Campaign elements separate from inbound Ingroup elements when you care about wait time, which only inbound calls have.
3. One queue per client or project — if you bill or measure by account, scope the queue to just that account's elements.

Mixing inbound and outbound in one queue is fine and often what you want, but remember that direction-specific numbers behave differently. Outbound calls always carry a position of '1' and have no wait time, while inbound calls bring their queue_sec wait values and their real Place in line order. A mixed queue will simply show both.

Build and run flow

flowchart LR
  A[Open admin section] --> B[Create new queue]
  B --> C[Name the queue]
  C --> D[Add campaigns]
  C --> E[Add ingroups]
  D --> F[Save queue]
  E --> F
  F --> G[Open VERM front page]
  G --> H[Select the queue]
  H --> I[Pick report type and dates]
  I --> J[Report scoped to queue]

Once the queue is saved, it shows up in the VERM queue dropdown. Select it, choose a report type and date interval, and every section that renders is bounded by that queue. Pick a single Agent from the agent dropdown if you want to narrow further to one person within the same queue.

A common mistake is building a queue that is too broad, so the answered and unanswered counts blur teams together. Keep queues tight enough to answer one question. If you also want a live floor view alongside your VERM history, our whiteboard report walkthrough covers the up-to-the-second side, and the reports overview maps how the standard reports relate to VERM.

VICIfast ships VICIdial with VERM and the admin queue editor ready to run on a branded subdomain over HTTPS in under 40 seconds — see our pricing and bring your own carrier.