How VICIdial decides a call counts as a sale

When a manager asks "how many sales did we make today?", the number comes straight out of VICIdial's reports. But VICIdial has no idea what a sale means to your business. It only knows one thing: which call statuses you have told it to treat as a sale. Get that setting wrong and your numbers will be wrong, no matter how good your agents are.

The one setting that defines a sale

Every call an agent ends up gets a disposition, which is the outcome code the agent picks when they hang up. That disposition maps to a call status in the system, and each Status (lead status) carries a set of attributes you configure in the admin. One of those attributes is the Sale flag.

A call is determined to be a sale when its call status has the "Sale" attribute set to "Y". That is the whole rule. It does not matter how long the call lasted, whether money changed hands, or what the agent typed in notes. If the Disposition the agent chose maps to a status flagged Sale=Y, the report counts it. If it maps to a status flagged Sale=N, the report ignores it.

So your reported sale count is exactly the count of completed calls whose final status has Sale set to Y. Nothing more clever is happening behind the scenes.

How a call becomes a counted sale

flowchart TD
  A[Agent ends call] --> B[Agent picks a disposition]
  B --> C[Disposition maps to a call status]
  C --> D{Status has Sale = Y?}
  D -->|Yes| E[Counted as a sale in reports]
  D -->|No| F[Not counted as a sale]

The flow above is the entire decision. The judgement call lives with the agent, who chooses the Called status at hangup. VICIdial then does a simple lookup: does that status have Sale=Y? Yes or no.

Where this shows up in your reports

Once a status is flagged Sale=Y, every report that talks about sales uses that flag as its source of truth. The Sales per Day report, for example, gives you a count of sales for each day in your date range and the share of total sales that came from each day. Both numbers are built only from calls whose status is Sale=Y.

This is also why your Conversion rate and Close rate depend on getting the flag right. If a status that really means a closed deal is left as Sale=N, those calls quietly drop out of every sales figure, and the team looks worse than it is. If a non-sale status gets flagged Sale=Y by accident, your numbers inflate.

A quick audit you can run

1. List every call status in the admin and note its Sale attribute.
2. Confirm only the statuses that truly mean a closed sale are set to Y.
3. Check that each sale disposition your agents actually use maps to one of those Sale=Y statuses.

Spend ten minutes on that and your daily sales numbers become trustworthy. Because the sale rate is measured against Live answer calls and contact, it is also worth understanding the related answered and contact flags, which we cover in our companion post on human answered vs customer contact. The full picture sits in our pillar guide on VICIdial reports explained.

For the day-by-day view of how those sales spread across your reporting window, the Sales per Day report reads directly from this same Sale flag.

If you would rather not manage VICIdial setup and reporting yourself, see our managed VICIdial plans and get a secured, branded dialer running in under 40 seconds.