How to read the VERM Calls by Day of Week report

The VERM Calls by Day of Week report collapses your whole date range onto the seven weekdays. Every Monday in the range adds into one Monday row, every Tuesday into one Tuesday row, and so on. It answers a different question from the per-day report: not which dates were busy, but which weekdays consistently are.

Answered calls and wait time by weekday

The Answered call distribution per day of week section shows, for each weekday, the number of answered calls, that weekday's percentage of the range's answered calls, and a bar graph ranking the seven days. It also shows the average, minimum, and maximum call length per weekday with a second bar graph. As always, answered counts calls whose log user id is not VDAD or VDCL; the VDAD and VDCL placeholders mark dialer-handled calls no agent took, and those stay in the unanswered totals.

Two wait-time sub-reports sit alongside it. Answered call wait time per day of week gives the average, minimum, and maximum hold for answered callers per weekday, and Unanswered call wait time per day of week does the same for callers who hung up. Wait time is pulled from inbound calls only, so these sections speak to your Call queue experience, not to outbound dialing.

Sales, staffing, and SLA by weekday

• Sales per day of week gives the share of human-answered and customer-contact calls that became a sale on each weekday, the sale count, and bar graphs ranking the days.
• Queue length per day of week reports the average, minimum, and maximum queue position per weekday plus a coverage percentage.
• Schedule Adherence by day of week counts how many distinct agents logged in on each weekday and shows each weekday's percentage of the total, which all the weekday percentages add up to 100.
• Inclusive SLA by day of week shows answered and unanswered counts per weekday and the percentage answered inside each wait-second band.

This is the report you bring to a shift-planning meeting. If Schedule Adherence shows your roster is flat across the week but the answered-call bars peak hard on Monday and Tuesday, your Schedule adherence is fine yet your coverage is mismatched to demand, and agent Occupancy will read high early in the week and slack later. Lining Sales per day of week up against volume tells you whether your busiest weekday is also your best-converting one, which often it is not.

How a call rolls up to a weekday

flowchart TD
  A[Call within the date range] --> B[Read its calendar date]
  B --> C[Map date to weekday]
  C --> D{User id VDAD or VDCL}
  D -->|No| E[Adds to that weekday answered total]
  D -->|Yes| F[Adds to that weekday unanswered total]
  E --> G[Weekday bar graphs and percentages]
  F --> G

Each weekday total draws on the same Agent session activity the live screens show. The reports overview places this report among its siblings, and the whiteboard report is worth a look when you want the same trends on a floor display rather than a historical pull.

VICIfast gives you a managed VICIdial server with VERM running in under 40 seconds, so weekday trends start building from your first week. See /pricing to get started.