VICIdial Outbound Report Sections Explained

The outbound report can feel like a wall of numbers, but it is really a stack of small reports, each answering one question. If you treat every section as a single question, the whole page becomes easy to read. This post walks the distinct sections and pairs each one with the thing it actually tells you.

How much did we dial, and how loud was the day?

The opening section answers volume: calls placed and average call length for the Campaign. The closing time graph answers the same question across the clock, plotting dials in 15-minute steps so you can see when the floor was busy and when it went quiet.

Did we waste connections?

The dropped-calls section answers whether you connected people the dialer then could not staff. It gives the drop count, average drop length, and the percentage of drops against answered calls. A rising Drop rate usually means the dialer is pacing faster than agents free up, and it is the figure your Drop percentage limit guards against.

Why didn't calls connect?

Two sections cover this. The no-answer totals answer how many calls never reached a person, and the hangup section answers who ended each call or, for calls that never connected, why they terminated. If you see lots of CONGESTION in the carrier termination-code section further down, that points at the trunk, not the leads. CONGESTION in volume is a signal to call your carrier.

What did agents accomplish, and from which leads?

The disposition section answers outcomes: every Disposition with count, total time, and average time. The lists section answers sourcing, showing how many calls each Lead list produced. The user section answers staffing, with calls and Talk time per agent plus the average gap between their calls. Read together, these three tell you whether your results came from good leads, good pacing, or good agents.

The diagram below maps each section to its question.

flowchart LR
  A[Calls placed] --> Q1[How much did we dial]
  B[Dropped calls] --> Q2[Did we waste connections]
  C[No answers and hangups] --> Q3[Why no connect]
  D[Dispositions] --> Q4[What did agents do]
  E[Lists] --> Q5[Which leads worked]
  F[Users] --> Q6[Who did the work]

Putting it together

Once each section is a question, a daily review is just five answers in a row. For the full map of where this report sits, read the VICIdial reports guide, and for a top-down rollup across every campaign at once, see the all-campaigns summary report.

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