How to Read the VICIdial Inbound Daily Report

The Inbound Daily Report is built for trends. It lays out one or several days of inbound activity for a single campaign and then sets those numbers next to week-to-date, month-to-date, and quarter-to-date totals, so you can see at a glance whether today is better or worse than your recent baseline.

The core volume columns

Three counts anchor the report. Total calls offered is every call the in-group took. Total calls answered is the share that reached an agent, and total calls abandoned is the calls that ended in queue with a term reason of abandon. From those, total abandon percent is simply abandoned divided by offered, which is your daily Abandonment rate in one cell. A call that hangs up before an agent answers is an Abandoned call, and watching that count day over day is often the first place a problem shows up.

The time and speed columns

Next come the timing stats. Average abandon time is how long callers waited before giving up, and average answer speed is how long answered callers waited before an agent picked up, which is your Average speed of answer (ASA) for the day. Average talk time is the per-call time an agent spent on the line, not counting queue time. The report also totals talk, wrap, and call time, where wrap is assumed to be 15 seconds per answered call and total call time is talk plus wrap. If your team uses a custom Wrap-up time, remember the report uses that flat 15-second assumption, so treat the wrap total as an estimate.

Reading the trend, not just the day

The real value is the side-by-side comparison. A single bad day means little, but a daily abandon percent drifting above the month-to-date figure for a week is a trend you can act on. It also reports total agents answered, the count of distinct agents who fielded calls, which helps you read a spike in abandons as a staffing gap rather than a demand surge. Use the report on the broader KPI picture rather than chasing one cell.

How the daily and rolling totals build up

flowchart TD
  A[Inbound calls per day] --> B[Daily offered answered abandoned]
  B --> C[Week to date]
  B --> D[Month to date]
  B --> E[Quarter to date]
  C --> F[Compare today to baseline]
  D --> F
  E --> F
  F --> G[Spot the trend]

To see where the daily view fits among the other inbound reports, read the VICIdial reports guide, and for the same totals charted across calendar days, the VERM calls per day report is a natural companion.

Read this report weekly and your trends become hard to miss. If you would rather run a managed VICIdial box and skip the setup, see VICIfast pricing.