How to Read the VICIdial Agent DID Report

The other DID reports answer 'which number got the calls'. The Agent DID Report answers 'who picked them up'. It gives you a per-agent breakdown of the calls coming in to each selected inbound number, so you can see how a specific DID (direct inward dialing) spreads across your team.

What the breakdown shows

Pick one or more DIDs and a date range, and the report lists each Agent who handled calls that arrived on those numbers, with the count of calls they took. Read down a single number's column and you see exactly which people answered its traffic. Read across an agent and you see which numbers they tend to cover.

This matters because a DID rarely maps one-to-one to a person. Calls usually flow through an Ingroup and get distributed to whoever is available, so the spread you see here is the real-world result of your queue and skill settings, not a plan on paper.

Why pair agents with numbers

Linking agents to numbers exposes things the other reports hide. If a Spanish-language line is being answered by agents who do not speak Spanish, you will catch it here. If your best closer is buried under low-value overflow calls, the spread will show it. This is where Skills-based routing either proves it is working or gives itself away.

It is also a fairness check. If one agent is soaking up the calls from a high-volume number while teammates sit idle, your queue distribution may be lopsided. Compare what you see here with each person's Agent performance to judge whether the load is landing on the right people.

How a call becomes an agent-DID row

sequenceDiagram
  participant C as Caller
  participant D as DID
  participant G as In-group queue
  participant A as Agent
  participant R as Agent DID Report
  C->>D: Dials the number
  D->>G: Routed to in-group
  G->>A: Connects to available agent
  A->>R: Call counted under this agent and DID
  R-->>A: Row shows agent plus DID count

Use the Agent DID Report alongside the call-count reports rather than instead of them. The counts tell you volume; this one tells you who absorbed it. Start from the VICIdial reports guide for the full set, and read the Inbound DID Report first so the per-number totals make sense before you slice them by agent.

Running a real inbound team is easier on a server tuned for it. See plans on VICIfast pricing.