How to Read the VICIdial Inbound Report by DID

The Inbound Report by DID answers a question the standard Inbound Report can't: how is each individual inbound number performing? If you run several phone numbers into the same queues, this is the report that tells you which number is busy, which one is dropping callers, and which one is sending people into your menu. Here's how to read it.

What a DID is and why split by it

A DID (direct inward dialing) is a direct inbound number, the actual phone number a caller dials to reach you. The dialed number itself is sometimes called the DNIS. This report is almost identical to the standard Inbound Report, but every stat is broken out per number instead of per in-group, which is exactly what you want when one campaign or ad gets its own tracking number.

Calls, drops, and IVR counts per number

For each DID the report shows the number of calls and drops, the drop percentage, and the number of calls that came from an IVR or call menu. An IVR (interactive voice response) is the automated menu callers move through, so this column tells you how many people passed through a menu before landing in the queue. Below those it breaks down average call length, hold time, and the total transferred to an IVR, alongside the answered, dropped, and queued data.

Time breakdowns and statuses

Just like the standard report, the call hold, drop, and answered-time breakdowns show how many calls fell into each time interval in seconds, with answer percentages alongside. Then comes a breakdown of calls by status, including custom statuses, followed by call hangup reasons with totals. The status stats list the status, its description, category, number of calls, total time, average time, and calls per hour. The custom status category section is simpler: it shows the custom Disposition, a description, and total calls.

Queue position and agent stats

An initial queue position chart shows where calls were in line when they entered the queue. Then the agent stats break down each agent with their total calls, total call time, and average call time, so you can see who fielded the calls to that number. Below the agent stats is a chart of the entire time agents were logged in and the total calls they took, plus drops, in 15-minute intervals. That ties Agent performance directly to the number people dialed.

flowchart LR
  A[Caller dials a DID] --> B{IVR menu}
  B -->|Routed| C[In-group queue]
  B -->|Direct| C
  C --> D[Agent answers]
  C --> E[Caller drops]
  D --> F[Per DID agent stats]
  E --> G[Per DID drop percent]

A note on run time

This report takes longer to run than the standard Inbound Report, especially on systems with a lot of daily inbound calls, so don't be surprised by the wait on a busy box. The last block is a call-answered breakdown showing how quickly calls were answered in 15-minute intervals across a 24-hour day, with answer times split into second-based buckets.

Reading per-DID lets you judge each number, ad, or campaign on its own merits. For the queue-level view of the same calls, read how to read the main Inbound Report, and for the whole report family see the VICIdial reports guide. If you want a hosted VICIdial server ready to report on every DID in under a minute, see VICIfast pricing.