How to Read the VICIdial Inbound Report

The Inbound Report is where you go to understand how your inbound queues are actually performing. It looks busy the first time you open it, but each block answers one question: how many calls came in, how long people waited, and how well your agents handled them. This walkthrough explains the sections in order so you can read it top to bottom without guessing.

What the report covers

The Inbound Report shares a lot of its layout with the outbound calling report, but it only looks at inbound groups. You pick one or more in-groups, set a date range, and run it. An Ingroup is just a named queue that inbound calls land in before they reach an Agent. At the very top you get the basic call-handling stats broken down across each in-group you selected, so you can compare queues side by side instead of squinting at one combined number.

Queue time and the percentage indicators

One section you won't find on the outbound side is Total and Average Queue time, which is how long callers waited before they either hung up or reached an agent. Right after that come the custom indicators: ready-made percentages like answered calls out of total calls. These are your headline KPI numbers, and they roll up the rest of the report into a few figures you can scan in seconds.

If you only have a minute, the queue-time average and the answered percentage tell you most of what you need. A climbing average queue time usually means you don't have enough agents staffed for the call volume.

Hold, drop, and answered-time breakdowns

Next is a breakdown, in seconds, of hold and drop calls: how long callers were holding before they were either answered or dropped. After that, the answered-time section counts calls and shows the percentage of calls answered across the same time buckets. Read together, these tell you whether slow answers are turning into abandoned calls. A dropped inbound call is an Abandoned call, and watching the seconds-to-drop pattern is the fastest way to spot a staffing gap.

Queue position, statuses, and 15-minute answer times

Below the custom status breakdown is a chart of the initial queue position of every call when it first entered the queue, so you can see how deep the line was getting. The custom status section then sorts calls by how agents marked them, which is where your Disposition choices show up as counts. The final section repeats the answered-time idea but in 15-minute increments, so you can pinpoint which part of the day your queue struggled.

How a call flows into the report

flowchart TD
  A[Inbound call arrives] --> B[Lands in in-group queue]
  B --> C{Agent available}
  C -->|Yes| D[Answered]
  C -->|No| E[Caller waits in queue]
  E --> F{Caller hangs up}
  F -->|Yes| G[Abandoned drop]
  F -->|No| C
  D --> H[Counted in answered stats]
  G --> I[Counted in drop stats]

Reading agent and in-group performance

Because the top of the report splits stats per in-group, you can tell which queue is carrying the load and which one is bleeding callers. For a per-agent view of who is answering and how long they spend, pair this with the Inbound Report by DID, which adds agent-level call counts and times. The whole cluster is mapped out in our VICIdial reports guide if you want the bigger picture.

Once you can read this report you'll catch staffing problems before customers complain about them. If you want a hosted VICIdial box that's ready to run reports like this in under a minute, see VICIfast pricing.