How to read Remote Agent daily stats

Once you have a Remote agent set up and running, you will naturally want to know how busy it actually is. VICIdial gives you a quick way to check: the Remote Agent daily stats view. It shows two numbers for each day — how many calls the agent handled in total, and the highest number of Concurrent calls it was carrying at any single moment. Both numbers live on the remote agent modification page, so you do not need to dig through a separate reporting module to find them.

What the two numbers mean

Total calls is straightforward: it counts every call that landed on this remote agent record that day, across all its lines. If your agent has three lines and each took ten calls, the total is thirty.

Maximum concurrent calls tells you the peak load — the highest number of lines that were busy at the same time during that day. This number matters more than the total when you are trying to figure out whether your line count is right-sized. If you have four lines defined but the maximum concurrent calls never goes above two, you are carrying unused capacity. If it keeps hitting the line ceiling, you may need to add more lines.

The stats roll up by calendar day, so you get a clean row for each date. Scroll down the list to compare how traffic varied across the week.

Where to find the stats in the admin screen

1. Log in to the VICIdial admin panel.
2. Click "Remote Agents" in the left-side menu.
3. Find the agent you want and click through to its modification page.
4. Scroll to the "Remote-Agent daily stats" section near the bottom of the page.

The stats section is read-only. There is nothing to configure here; it is purely an observation tool.

Using the stats to tune your setup

The max concurrent figure pairs well with the Real-time report, which lets you watch the R/### agent slots live. Use the daily stats to spot trends over several days, then confirm what you are seeing with the real-time view.

For outbound broadcast or survey work — where the whole point is saturating multiple lines simultaneously — you want to see the max concurrent climb as high as your line count. If it falls short, check that the Campaign dial level is high enough and that the agent status is set to ACTIVE.

flowchart TD
  A[Open Remote Agent mod page] --> B[Scroll to Daily Stats section]
  B --> C{What are you checking?}
  C -->|Capacity| D[Compare max concurrent to number of lines]
  C -->|Volume| E[Sum total calls across days]
  D --> F{Max concurrent < lines?}
  F -->|Yes| G[Consider reducing lines or raising dial level]
  F -->|No, hitting ceiling| H[Consider adding more lines]

For a broader look at how Remote Agents fit into your call centre, see our guide VICIdial Remote Agents explained. If you are just getting started, how to add a Remote Agent walks through the initial setup step by step.

If you want a fully managed VICIdial host where these stats are already wired up and ready to read the moment you go live, take a look at our pricing page.