How to Read the VERM Call Detail Report in VICIdial

Most VERM reports show you counts and averages. The Call Detail report is the opposite: it zooms all the way in on a single call so you can see exactly what happened. You reach it by clicking the magnifying glass icon next to a row in another report, and a window opens with the call's full story. It is the report you open when a number looks wrong and you need to see the real event behind it. For the wider tour, the VICIdial reports guide covers where each report fits.

The default Call detail panel

When the window loads it shows the Call detail panel first. This gives you the basics plus the timing details that the summary reports flatten away. The summary views tell you a queue had high average wait time; this panel shows you the exact seconds on one real call, so you can stop reasoning about averages and look at the thing itself. The fields you get are:

• the phone number on the call
• the agent who handled it
• the length of the call
• a link to the recording, where one exists
• time spent waiting and time spent in the IVR
• the IVR call path the caller took
• the number that was dialed to start the call — for inbound, the DID

That recording link leans on whatever Call recording and Recording retention policy you run, so if a file has aged out the link will not play. The inbound number shown is the DID (direct inward dialing) the caller reached, which is handy when one campaign answers several lines.

IVR events, status detail, and agent detail

Three more panels sit beside the default view. IVR events expands the IVR (interactive voice response) path for this exact call: the time of each event, how long the caller spent at it, and what the event was. Statuses detail lists every call from the agent log table that shares a chosen Status (lead status), and you can drill again from any of those with its own magnifying glass. Agent detail summarizes one agent's time, then breaks out every session and pause interval, marking each pause billable or payable; time spent in call is not detailed in that panel.

How you arrive at a single call

flowchart LR
  A[Summary report] --> B[Click magnifying glass]
  B --> C[Call Detail window]
  C --> D[Call detail panel]
  C --> E[IVR events]
  C --> F[Statuses detail]
  C --> G[Agent detail]

When to reach for it

Use Call Detail to verify a number you do not trust. If the Outcome Statuses report shows a pile of an unfamiliar Disposition, drill into one and play the recording. If wait time looks high for one Ingroup, open a few calls and read the IVR timing to see where the seconds went. To pick exactly which calls land in front of you here, set up the filters described in the VERM custom report first.

Call Detail is where reporting stops being abstract and becomes one real conversation you can listen to. On a managed VICIdial box your recordings and logs sit on your own server, ready to drill into; see VICIfast pricing for the plans.