How to read the VERM Area Code report

The VERM Area Code report breaks your calls down by geographic area code so you can see where traffic comes from and how well each region gets handled. It splits into two views — answered calls and unanswered calls — and two report parameters control exactly which digits it groups on. Get those parameters right and the report becomes a clean map of your inbound and outbound geography.

The two parameters you set first

Two settings decide how the report reads each phone number:

• Number of CLID digits to search limits how many digits count as the area code. It defaults to 3 and can go as high as 12. Three digits is the standard North American area code; raise it if you want a finer geographic split.
• Starting from position tells the report which digit to start counting from. The default is 1, meaning the first digit. If all your numbers carry a leading country code of 1, set position 2 to trim it. Set position 4 to group by US exchange instead of area code.

Together these decide whether a number like 12125551234 groups as "121", "212", or something else. Because the grouping reads the CID (caller ID) the agent sees, the position setting matters most when your numbers are stored in E.164 with a country code in front.

Answered versus unanswered detail

The Detail for answered calls view breaks down area codes and caller IDs for the answered calls in your time range. For each area code it shows the total call length, the average time spent per call, and the average time each call waited to be answered. The Detail for unanswered calls view does the unanswered side: average wait time per call and the average initial queue position calls held for each area code.

In VERM, an answered call is one whose log user id is not VDAD or VDCL; calls logged under VDAD or VDCL are counted as unanswered. Wait time is only meaningful on inbound calls, since outbound calls do not sit in a Call queue the same way. So the average-wait and queue-position columns matter for your Ingroup traffic, not your outbound dialing.

Read the two views side by side. An area code with a high unanswered count and a high average initial queue position is a region whose callers consistently land at the back of the line — a routing or staffing signal, not a carrier problem.

How a number is grouped

flowchart TD
  A[Phone number on call] --> B[Read Starting from position]
  B --> C[Take Number of CLID digits]
  C --> D[Area code key]
  D --> E{Log user VDAD or VDCL}
  E -->|no| F[Counted answered]
  E -->|yes| G[Counted unanswered]
  F --> H[Answered detail with wait time]
  G --> I[Unanswered detail with queue position]

Use this report when a campaign underperforms in a specific region or when you want to confirm that callers from a state are reaching the right team. To connect area-code patterns to live load, watch the real-time main report during peak hours, and use the VICIdial reports overview to find the matching agent report for any area code that looks off.

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