How to Read the VICIdial Real-Time Main Report

The Real-Time Main Report is the screen most VICIdial managers leave open all day. It is sometimes called the RealTime Report, and you reach it from the REPORTS section or from a link at the top of the campaign modification page. By default it refreshes every 40 seconds, so the numbers you see are close to live. Once you know how to read it, you can tell at a glance whether a campaign is pacing well or drowning.

The top stat block

The first block shows you how the dialer is set up and how it is performing right now for the campaign (or campaigns) you are viewing. You get the Dial level, the statuses that are being dialed, the order leads are pulled in, and the Lead filter if one is set. Next to that sit the supply numbers: the hopper level for the campaign, the leads currently in the Hopper right now, and the number of dialable leads in the entire database that match the campaign criteria.

Then come the day's results: calls placed (or taken) today, dropped and answered calls today, and the drop percentage measured out of answered calls. That drop percentage is the number compliance teams watch, and it ties straight into your Drop rate. The current time sits alongside so you always know how fresh the snapshot is.

Trunk, calls, and agent counts

The TRUNK SHORT/FILL pair tells you about line capacity on your Trunk. SHORT counts calls the dialer could not place because there were not enough lines for the servers dialing this campaign; FILL counts lines on other dialers being borrowed to make up the shortfall. Below that, you get live calls being placed, agents on calls, agents waiting for calls, and agents paused. The calls-waiting and agents-waiting figures turn red and blue and darken as they climb, so a problem is visible before you even read the digits.

flowchart TD
  A[Real-Time Main Report] --> B[Top stat block]
  A --> C[Trunk SHORT/FILL]
  A --> D[Live call and agent counts]
  A --> E[Color-coded agent rows]
  B --> B1[Dial level and lead supply]
  B --> B2[Calls and drop percent today]
  D --> D1[Calls waiting turns red]
  D --> D2[Agents waiting turns blue]

The agent rows

At the bottom is a row for every logged-in agent, color-coded by state. Yellow means paused, blue means waiting for a call, white means on a call, purple also means on a call, and black means the agent is still on the call screen but the customer has hung up. Like the counters above, these colors darken the longer an Agent stays in one state, which makes a stuck agent easy to spot. If you want the full breakdown of each color, see our note on what the agent colors mean.

Read the report top to bottom and a story emerges: supply at the top, capacity in the middle, people at the bottom. For the wider picture of how this screen fits with the other VICIdial reports, start with our guide to VICIdial reports.

Run it on a dialer that stays up

A real-time report only helps if the box behind it is healthy. VICIfast gives you a managed VICIdial server provisioned in under 40 seconds, so the screen is live the moment you log in. See our pricing to get a dialer of your own.