How to Read the VERM Outcome Statuses Report in VICIdial

The Outcome Statuses report is the part of VERM, VICIdial's enhanced reporting module, that answers one question: of every call your queue handled, how did each one end? It groups calls by their final Disposition so you can see at a glance how many were sales, how many were dead ends, and how the time was spent. If you are still mapping out the whole module, start with the VICIdial reports guide and come back here.

The Statuses summary at the top

The first block is a summary for everything matching your report parameters. It splits total time into billable, non-billable, and available, then counts statuses by three categories that you define in the admin: sale, human answered, and customer contact. Each of those categories also gets a per-hour figure measured against the total billable time, so you can compare effort to result across shifts. The per-hour view is the one to watch over a week: a raw count goes up simply because the team worked more hours, but the per-hour rate tells you whether each hour was actually more productive. If the count climbed while the per-hour rate fell, you bought results with overtime rather than efficiency.

Call results, by statuses

This is the heart of the report. Every Status (lead status) that appeared in the date range gets a row, sorted by call status. Each row shows the status name, its call type, the count, the percent of all calls that carried a status, and a bar graph. The call type is the most specific label that fits the status:

• none — a blank status (no disposition was set)
• Unknown — a status that is not configured in the system
• Known — a real status, but not flagged as human answered, customer contact, or sale
• sale, customer contact, or human answered — when a status carries more than one flag, the report shows the most important one in the order sale, then customer contact, then human answered

The magnifying glass icon at the end of any row drills into the individual calls that ended with that status, which is where you confirm an odd count instead of guessing at it.

How a call earns its outcome

flowchart TD
  A[Call handled] --> B{Status set?}
  B -- No --> C[none]
  B -- Yes --> D{In system?}
  D -- No --> E[Unknown]
  D -- Yes --> F{Sale flag?}
  F -- Yes --> G[Sale]
  F -- No --> H{Contact flag?}
  H -- Yes --> I[Customer contact]
  H -- No --> J[Known or Human answered]

Billable, non-billable, and per-agent views

Below the status breakdown, the Billable activities and Nonbillable activities sub-reports list each activity, how many times it happened, the total and average time it took, and its share of the category. The Detailed agent report then puts an Agent on each row with their available time, billable pause time, and the sale, customer contact, and human answered counts, plus the conversion rate of each. Statuses per agent does the same but counted by call type per person. Pause time here is governed by the Pause code set on the campaign, so a mislabeled code skews the billable split. For the matching call-by-call view, pair this with the VERM Call Detail report.

Read together, these rows tell you whether agents are reaching people and whether reaching them turns into sales. If you want a hosted VICIdial box where VERM is already wired up and ready to query, see VICIfast pricing.