How to read the VERM Agents report

The VERM Agents report is a menu of sub-reports that all answer one question: how did your agents spend their time? Where the real-time screens show you what is happening right now, this report looks backward over a date range and totals login time, pauses, answered calls, and how busy people actually were. Every number is built from the agent log table, so it reflects logged-in behaviour rather than dialer-side pacing.

The sub-reports you get

When you open the VERM Agents report you pick a date range, the agents or queues you care about, then choose one of several views. The most-used ones are:

• Agent Session Detail — how many distinct agents logged in, the average login length, and the shortest and longest sessions.
• Agent Pause Detail — sessions and pause behaviour per agent, including the percentage of time each agent spent paused.
• Agent Availability — active time versus paused time, with billable and non-billable pause split out.
• Answered calls — call counts and call time per agent, per user group, and per location.
• Agent Occupancy Report and Agent Sessions View — the busy-ness and the full per-agent breakdown.

What the numbers mean

Login time is the length of each Agent session — the stretch between logging in and logging out. A pause is any agent log record where the pause seconds value is greater than zero, and each pause carries a Pause code that the agent or the system set. Answered calls are counted from agent log records that have a lead ID attached, with total and average call time pulled from the talk seconds column. That is where Talk time comes from in every view here.

Read these together and you get a real picture of Agent performance: someone can be logged in all day but still answer few calls if their pause percentage is high. The answered-call views go further than a single per-agent list — one breaks the same call counts down by user group, and another by location, which is a field set on each user account. That lets you compare a team in one office against a team in another without exporting anything. Wait time is reported too, drawn from inbound calls so you can see how long people sat between conversations.

The availability view adds one more angle: it splits each agent's paused time into billable and non-billable, which is decided by the billable setting on the pause code under the relevant campaign. A bar chart next to each agent shows their availability relative to everyone else, so an obvious outlier jumps out at a glance. For context on how this fits with the other report families, see our reports overview, and pair it with the All Campaigns Summary report when you want the campaign-side totals next to the agent-side ones. Most rows let you click an agent name to drill into the detail of that person's activity.

How a row gets built

flowchart TD
  A[Pick date range and agents] --> B[Read agent log records]
  B --> C[Group by agent]
  C --> D[Sum login time]
  C --> E[Count records with pause_sec greater than zero]
  C --> F[Count records with a lead id]
  D --> G[Per agent row]
  E --> G
  F --> G
  G --> H[Choose a sub-report view]

VICIfast ships VICIdial with VERM ready to run, so the Agents report and all its sub-reports work the moment your server is live. See /pricing to get a dedicated dialer on a branded subdomain in under 40 seconds.