How to read the Team Performance Detail Report

The Team Performance Detail Report takes the same numbers you would see for one agent and rolls them up by user group. Every user appears as a row, and each group gets a summary line at the bottom. That makes it the fastest way to compare whole teams against each other on calls, sales, and time spent, instead of squinting at one person at a time.

What a user group is here

A user group is a label you attach to agents so VICIdial can bucket them together. Most call centers use it for real teams: a closing team, a daytime shift, a Spanish-language desk. This report leans on that grouping. It is built for Agent performance at the team level, so if your groups are messy the numbers will be too. Tidy them up first, then the comparison actually means something.

The columns that matter

CALLS is the total number of calls sent to each user. LEADS counts the unique leads that user handled. CONTACTS is the calls that ended in a customer-contact status, and CONTACT RATIO is the percent of calls where a customer was actually reached. SALES counts calls ending in a sale status. Each row also shows the SALES TO LEADS RATIO and the SALES TO CONTACTS RATIO, which split a sale figure two ways: against everyone dialed and against everyone you spoke to.

The time columns are worth knowing by name. TIME is the agent's whole session: PAUSE plus WAIT plus TALK plus DISPO. NONPAUSE drops the pause, leaving WAIT plus TALK plus DISPO, which is everything except sitting paused. TALK is the time the agent spends speaking to a customer minus the dead time after a customer hangs up. Reading Talk time next to TIME shows you how much of a shift was real conversation versus everything else.

Sales rates, four ways

This report does not give you a single sales rate. It gives you several, and each answers a different question. SALES PER WORKING HOUR is sales divided by system time. SALES PER HOUR is sales divided by talk time, which rewards agents who close fast once they are on a live call. AVERAGE SALE TIME and AVERAGE CONTACT TIME tie those outcomes back to how long the talking took. There are also INCOMPLETE SALES, which are calls statused QCFAIL, and CANCELLED SALES, statused QCCANC, so a team that books a lot but loses them in QC stands out. The closely related Conversion rate gives you the headline number; these columns explain why it sits where it does.

flowchart TD
  A[Calls sent] --> B{Customer reached?}
  B -->|Yes| C[CONTACTS]
  B -->|No| D[No contact]
  C --> E{Sale status?}
  E -->|Yes| F[SALES]
  E -->|No| G[Other disposition]
  F --> H[Sales to contacts ratio]

How to use it day to day

Start at the group summary lines, not the individual rows. If one team's CONTACT RATIO trails the others, that is a dialing or list problem before it is a coaching problem. If contact ratios match but SALES TO CONTACTS RATIO does not, the gap is in the conversation, which is where Agent rank and side-by-side coaching pay off. CALLBACKS and FIRST CALL RESOLUTION round out the picture for inbound-heavy teams. For one-person trends you would jump to the Agent Time Detail report, which slices the same time buckets per agent. For the wider map of every screen, see our guide to VICIdial reports.

You can pull this report into a spreadsheet with the DOWNLOAD link if you want to chart teams over weeks. VICIfast provisions a tuned VICIdial box, reporting included, in under 40 seconds, so you can start comparing teams the day you sign up. See our pricing to get started.