How to read the Agent Status Detail Report

The Agent Status Detail Report answers one plain question: what did each agent actually mark on their calls? It is a counting report, not a timing report. Where other agent reports show you minutes and seconds, this one drops all of that and just tallies how many of each status an agent picked across the period. That makes it the fastest way to compare disposition habits side by side without time getting in the way.

What this report shows

Each row is one agent. The first column, CALLS, is the total number of calls sent to that user. Next is CICalls, the count of calls where there was a human answer. After those two anchor columns you get one column per system status, showing how many times that agent chose each one. Every status you see maps to a code your campaign defines, so the same outcome you record as a Disposition on the agent screen is what gets counted here. The report does not invent categories; it reflects your own Status (lead status) setup.

Because there are no time columns, this is not the report for Talk time or pause questions. It is the report for behavior. If one agent is marking far more of one outcome than the rest of the floor, this is where it stands out. The status detail report is similar to the performance detail report you may already use, except it strips out every time figure so the counts are not buried under minutes and seconds. That makes it ideal for a quick disposition audit where you only care about choices, not duration.

The DNC/CI% column

The standout field on this report is DNC/CI%, short for Do Not Call per Contacts percentage. It expresses how much an agent is sending leads to DNC relative to their human answers. A high value flags an agent who is taking many more numbers out of the calling pool than their peers, which is worth a look in any outbound campaign. We cover that one column on its own in our guide to VICIdial reports, because it deserves the attention.

Reading DNC/CI% in isolation can mislead you, so always set it next to the CALLS and CICalls counts on the same row. An agent with very few human answers will swing the percentage on a single DNC mark, while an agent with hundreds of contacts gives you a number you can trust. The ratio is meant as a starting flag, not a verdict. When it stands out, you go and read the actual statuses the agent picked rather than acting on the percentage alone.

How a status becomes a count

flowchart TD
  A[Agent ends call] --> B[Picks a status]
  B --> C{Human answer?}
  C -->|Yes| D[Adds to CICalls]
  C -->|No| E[Counts in status column]
  D --> F[Feeds DNC/CI percent]
  E --> F

The flow above is what sits behind every number on the page. The agent picks a status, the system decides whether it was a human answer, and those pieces roll up into the CICalls count and the DNC/CI% you read at the end of the row.

Sorting and exporting

Several column headers on this report are clickable, so you can sort the floor by any status or by DNC/CI% to push outliers to the top. There is also a DOWNLOAD link that hands you a CSV of exactly what is on screen, ready for a spreadsheet. If you want the timed companion that adds wait and Wrap-up numbers to these counts, see how to read the Agent Time Detail Report.

Read this report weekly and your disposition habits stop being a mystery. VICIfast spins up a tuned VICIdial box in under 40 seconds, so your status counts are accurate from the first call. See pricing to begin.