How to Run a Custom Report in VICIdial's VERM Module

The main VERM page runs reports with a few preset choices. The custom report form opens that up, letting you define a report by many more parameters before you run it. It is the right tool when the canned views are close but not quite the slice you need. The VICIdial reports guide explains the module overall; this post is the step-by-step for the custom form.

Step 1: pick the queue and the report

Start with the Queue dropdown. A queue is a collection of campaigns and ingroups built in the admin, and the dropdown only lists queues your user group is allowed to view. Then choose a Report. This is the subreport you want to land on — ANSWERED is the default, but you can start at OUTCOMES, the agent reports, or any other section. Each queue mixes a Campaign or two with any Ingroup, so what you pick here decides which calls are even eligible. There is no fixing this later in the form, so it pays to get the queue right before you touch anything else.

Step 2: set the date range and interval

Time period is a date range relative to now; picking one overrides the explicit call start and end date fields. The Hourly slot value sets the minutes per bucket for the per-hour report. There are also four SLA fields — initial period, initial interval, interval, and max period — that control how the Service level agreement (SLA) sub-reports group wait seconds, so you can match them to whatever Service level target your floor runs to.

Step 3: narrow with filters

This is where the custom form earns its name. You can filter by:

• Agent, Supervisor or Team, Location, and Agent Group, all bounded by your permissions
• Status, to limit results to one disposition
• Caller, a phone number on either an outbound or inbound call
• Wait duration and Call duration ranges in seconds
• Disconnection cause, Enter position, and Number of attempts
• DID, which restricts results to inbound calls that arrived on that line
• IVR choice, Server, Day of week, and a Between time-of-day range

Two filters quietly drop outbound calls: a wait-duration range that excludes zero seconds, and an Enter position range that excludes 1, because every outbound call is logged with a position of 1 and no wait time. Entering a value in the DID (direct inward dialing) field does the same, since only inbound calls reach a Disposition through a DID.

Step 4: run and export

flowchart TD
  A[Pick queue] --> B[Pick report section]
  B --> C[Set date range and interval]
  C --> D[Apply filters]
  D --> E[Run report]
  E --> F[Sort columns]
  E --> G[Download CSV]
  E --> H[Copy Link URL]

Once the report renders, the detail sections page 20 results at a time and sort when you click a column header. The CSV link downloads the detail rows, the Link button hands you a full URL to the exact view so you can save or share it, and the magnifying glass still drills into any single call. Save the URL of a tuned report and you have a repeatable check you can rerun next week. For comparing two views side by side, the VERM Answered report is a good companion.

A custom report turns VERM from a fixed dashboard into something you can shape around the question in front of you. If you would rather run all of this on a hosted VICIdial server that is online in under a minute, see VICIfast pricing.