How to hide a field on the VICIdial agent screen

Some lead fields just clutter the agent screen. If your Campaign never collects a Middle Initial or a Province, you can hide that field entirely so agents are not distracted by boxes they will never touch. VICIdial handles this through a screen label template using a single special value, and it is one of the cleanest ways to tighten an agent's workflow.

Use the ---HIDE--- value

Open the screen label template and find the field you want gone among the 19 editable labels. Instead of typing a name, enter ---HIDE--- into that field's label. This hides both the label and the field, so the Agent sees neither the caption nor the input. It works on any of the standard fields, from Address2 to Security Phrase, so you can pare the screen down to only what your team actually uses.

flowchart TD
  A[Set field label value] --> B{Value}
  B -->|Empty| C[Default field name shown]
  B -->|Custom text| D[Renamed field shown]
  B -->|HIDE| E[Label and field removed]
  E --> F{Hide Label in Call Logs set to Y}
  F -->|No| G[Field still shows in call logs]
  F -->|Yes| H[Hidden in call logs too]

The diagram shows the branch that catches people: hiding a field on the live screen does not automatically hide it everywhere else.

Hide is just one of three field options

It helps to see ---HIDE--- next to its siblings. For most fields you also have ---READONLY---, which shows the field but stops an agent from editing it, and ---REQUIRED---, which forces the agent to populate the field on every call before they can hang up and disposition it. Required only functions if the campaign has Allow Required Fields enabled, so it is the one option with a dependency outside the template. Hiding has no such prerequisite on the live screen, which makes it the simplest of the three. Choose hide when the field adds no value to the call, read-only when the value matters but must stay fixed, and required when you must guarantee the data gets captured. All three are set the same way, by typing the keyword into the field's label slot for the chosen Campaign.

The call-logs gotcha

Here is the part that surprises admins. If a field is set to ---HIDE--- but agent call logs are enabled on the campaign, those logs will still show the field and its data. To suppress it there too, set the Hide Label in Call Logs option to Y. So hiding a sensitive field on the agent screen is only half the job if you also surface call logs to agents. Decide whether the data should disappear from logs as well, and flip that option accordingly. For locking rather than hiding, see how to make a field read-only.

Make it live and verify

As with any screen label change, nothing happens on the agent screen until the template is attached. Pick the template from the Agent Screen Labels pulldown on the Campaign modification page, then load an agent session to confirm the field is gone. The broader setup, including how hiding sits next to renaming and locking, lives in the agent screen configuration guide. If you also use an Agent script, remember a hidden field can still be referenced by data the script reads, since hiding is purely visual.

Hiding the right fields makes the agent screen calmer and faster to scan. If you would rather skip the manual cleanup and run a tuned VICIdial out of the gate, check VICIfast pricing.