How to read the VERM Answered report

The Answered report is the heart of VERM. It starts with how many calls the system processed in your window, splits them into answered and unanswered, then drills into the detail of the answered ones: how long they ran, how long callers waited, and which agent or queue handled them. Read top to bottom, it tells you both volume and quality for the queue you picked.

The header numbers

At the top, the report names the campaigns and ingroups considered (everything categorized under the selected queue) and the period start and end dates used to query the database. Then comes Total calls processed — the sum of all inbound and outbound calls from the call log tables for your parameters, excluding any disposition listed in the exc_addtl_statuses variable of the VERM_REPORT_OPTIONS settings container (by default only AFTHRS calls are dropped).

The Ratio is the percentage split of answered versus unanswered calls, shown again as a donut graph. Below the donut, Search jumps to the custom report page, Link gives you a full URL to the exact view you're on, and CSV downloads the Report details section as a file.

All calls detail

The All calls block covers only answered calls. Its N. calls answered by operators should always match the answered count from Total calls processed in the header — a quick sanity check that the report is internally consistent. From there you get:

• Average / min / max / total call length — based on length_in_sec from the call logs. Total is converted from seconds to hours as a decimal.
• Average / min / max / total waiting time — wait time only comes from inbound calls (queue_sec). Outbound calls contribute zero, so a purely outbound queue shows no wait at all even when Talk time is high.
• Average / min / max initial positions — outbound calls have a position of '1', so min position is always '1' if any outbound calls are present; inbound position comes from the queue_position column on the closer log.

Per-agent and per-cut breakdowns

Lower in the report, Agents on queue gives a per-agent breakdown of answered calls: how many each Agent answered, their share of all answered calls, a bar graph, total time in calls, and average time per call. Then a series of sub-reports slice the same answered calls different ways — Disconnections by hangup cause, Transfers per Ingroup, answered calls by queue, by direction (inbound vs outbound), by queue position, by IVR selection, by DID used, and Parked calls by agent.

How a call lands in the report

flowchart TD
  A[Call in log tables] --> B{Disposition excluded}
  B -->|AFTHRS or exc list| C[Not processed]
  B -->|Kept| D[Counted in total processed]
  D --> E{Log user id}
  E -->|Not VDAD or VDCL| F[Answered detail and breakdowns]
  E -->|VDAD or VDCL| G[Counted unanswered]
  F --> H[Length wait position per agent]

Read the Answered report alongside a live view for the full picture — our real-time main report guide covers what's happening right now, while VERM answers what happened over a range. The reports overview ties them together. Watching your Answer rate and Abandonment rate in this one report keeps the daily review short.

VICIfast ships VICIdial with the VERM Answered report ready to run on a branded subdomain over HTTPS in under 40 seconds — see our pricing and bring your own carrier.