agent
70 posts.
What a Group Alias lets agents pick for manual-call caller ID
A Group Alias gives agents a menu of outbound caller IDs to choose from when placing manual calls and three-way calls from the agent screen.
Read postWhat VM Message Groups give agents on a voicemail drop
VM Message Groups let agents pick from a ranked, time-aware list of pre-recorded messages to leave when transferring a call to voicemail.
Read postVICIdial Timeclock explained
The VICIdial Timeclock is a separate built-in app for tracking agent work time, with its own login link and an audit trail that can't be altered.
Read postHow to clock in and out in VICIdial
The exact punch-in and punch-out flow for the VICIdial Timeclock, from the login link at the top of the agent or admin screen.
Read postWhy an agent can't see their own callbacks
If a VICIdial agent set a callback but it never shows on their list, one of four campaign settings is almost always the reason.
Read postWhat is a VICIdial phone entry?
A VICIdial phone entry is the account a softphone, deskphone, or webphone registers to so an agent can take calls.
Read postHow user-only callbacks get dialed
USERONLY callbacks never rejoin the shared pool; the agent who set them dials them from their personal callbacks list when convenient.
Read postVICIdial scheduled callbacks explained
A plain-English guide to VICIdial scheduled callbacks: ANYONE vs USERONLY, how to set them, the campaign and user options that turn them on, and how managers run them.
Read postAnyone vs user-only callbacks in VICIdial
ANYONE callbacks rejoin the campaign pool for any agent; USERONLY callbacks stay locked to the rep who set them. Here is when to use each.
Read postHow to set the date and time on a callback
How a VICIdial agent picks the future date and time for a callback, and what the calendar limits mean.
Read postHow to make the callback status line blink red
Step-by-step guide to setting the Scheduled Callbacks Alert option so the agent callback line blinks red when a callback comes due.
Read postWhat a scheduled callback is in VICIdial
A scheduled callback is a lead an agent flags to be contacted again at a set future date and time, in one of two flavors.
Read postWhat the Scheduled Callbacks Alert setting does
The Scheduled Callbacks Alert setting turns the agent callback status line red or blinking when AGENTONLY callbacks hit their trigger time.
Read postHow to disposition a call as CALLBK
Walk through how a VICIdial agent ends a call as CALLBK and picks the exact date and time to reach the lead again.
Read postHow to enable scheduled callbacks per agent
Turn on the VICIdial user option that lets each agent save a CALLBK callback after the campaign option is already enabled.
Read postThe agent scheduled callbacks calendar explained
How the 12-month VICIdial callback calendar works on the agent screen, and what limits the days an agent can pick.
Read postHow to give agents user-only callbacks
Enable the VICIdial Agent only callbacks user option so an agent can reserve a CALLBK lead for themselves instead of the shared hopper.
Read postHow to email an agent when their callback triggers
Use Send Callbacks Email plus the AGENT_CALLBACK_EMAIL container to email an agent when a USERONLY callback hits its trigger time.
Read postHow to set a callback from the agent screen
A step-by-step walkthrough of how a VICIdial agent schedules a callback right from the live call screen.
Read postLIVE vs ACTIVE callbacks explained
In VICIdial, ACTIVE callbacks are set but not yet due and LIVE callbacks have hit their trigger time. Here is the difference.
Read postWhat the My Callback checkbox does
The My Callback checkbox decides whether a VICIdial callback is reserved for you or handed back to the whole team.
Read postDiagnosing high agent latency: the reports that point to the cause
Use the Agent Latency Report and Latency Gaps Report to tell whether agent-screen lag is the network, the workstation, or the server.
Read postHopper empty errors: what they mean and how to clear them
An empty dial hopper means no leads queued for agents. Check list status, call times, recycling and time zone to refill it.
Read postWhy agents can't log in to a campaign before 9 AM
No leads in the hopper means no agent logins. With a 9am-9pm call time, leads aren't loaded until 9 AM in the first lead time zone.
Read postWhy your drop rate suddenly spiked and how to trace it
A sudden drop-rate jump usually traces to dial ratio, fresh leads, fewer agents, or false answer supervision. Here is how to find which.
Read postAgent screen frozen or stuck loading: what to check first
A frozen VICIdial agent screen is almost always the agent's network or workstation. Here's the order to check, and which reports prove it.
Read postHow to read the Webserver-URL Report on a multi-server setup
The Webserver-URL Report bundles three logs that show which web server an agent hit and which page version they got on a cluster.
Read postWhy agents get logged out with a LAGGED message and how to fix it
A LAGGED message means the agent screen's heartbeat to the dialer fell behind. Here's how to confirm it in the LAGGED reports and what to change.
Read postWhen the webphone won't register: a step-by-step checklist
The browser webphone fails to register over WebSocket. Work through WSS URL, cert, SIP secret, ports and mic permission in order.
Read postHow to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.
Read postHow to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
Read postWhat sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.
Read postThe VICIdial troubleshooting playbook: where to start when something breaks
A symptom-first guide that routes you from what's broken — dead dials, false answers, slow agent screens, drops on hold — to the exact VICIdial report that holds the answer.
Read postHow to read the Agent Debug Log Report to trace one agent's session
The Agent Debug Log Report records nearly every button click and back-end call for one agent session, so you can replay exactly what their screen did.
Read postWhat first-call resolution is and how VICIdial computes it
First-call resolution in VICIdial is calls handled divided by leads handled. Here is where the column lives and how to read it.
Read postHow to read the Latency Gaps Report and what a gap actually means
A latency gap is a missing stretch of latency log entries while an agent was supposed to be logged in. Here's how the Latency Gaps Report reveals session trouble.
Read postHow to read the Agent Latency Report when the agent screen feels slow
The Agent Latency Report charts the web-connection latency of logged-in agents over a day. Here's how to read it when the screen feels sluggish.
Read postHow to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
Read postHuman answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
Read postHow to read the Agent LAGGED Report to find which dialer is struggling
The Agent LAGGED Report pins lag to a specific dialer and lists every lagged event by user, campaign, and time. Here's how to read both halves.
Read postHow to read the Agent-Manager Chat Log when you need a record of a conversation
The Agent-Manager Chat Log lets you view and search internal chats between managers and agents, and between agents, when you need a written record.
Read postWhat the VICIdial Real-Time Agent Colors Mean
Yellow, blue, white, purple, black: the agent state colors on the VICIdial Real-Time Main Report and why they darken over time.
Read postHow to find recordings for one agent with Phone Call Recordings
Use the Phone Call Recordings link in VICIdial's phone stats to pull every recording for a specific agent quickly, without searching all recordings.
Read postExtension Append CID explained
This in-group setting tacks the agent's extension onto the caller ID name, which helps with on-hook phones and logging.
Read postUniqueid Status Display explained
This in-group option shows the call's unique ID on the agent screen, which makes tracing a specific call far easier.
Read postNo Delay Call Route explained
This in-group setting strips wait times and prompts so callers reach an agent as fast as possible. Here is when to use it.
Read postIn-group vs campaign: what's the difference
In-groups handle calls coming in. Campaigns make calls going out. Here is the plain difference and how they work together.
Read postHow to point a DID at a specific agent
Send an inbound number straight to one logged-in agent with a VICIdial DID set to the AGENT route.
Read postRing-all in-group: ringing every agent at once
Sometimes you want a call to ring every agent's phone at once and let the fastest hand win, like a small office line. VICIdial calls this ring-all. Here is how to set it up, the two places you flip the switch, and why it is only for light volume.
Read postHow to create an inbound group and start taking calls
From zero to answering live inbound calls in VICIdial takes four moving parts: an in-group, a DID, a campaign that allows the group, and an agent who logs in and selects it. Here is the whole path in plain order.
Read postLogged-In Agents Report for an in-group
When a queue starts dropping calls, the first question is always the same: is anyone actually logged in to answer them? There is a one-click report that tells you exactly who is staffing an in-group right now. Here is how to use it.
Read postTransfer Talk Minimum: filtering quick transfers
Some agents pass callers along the second they pick up. Transfer Talk Minimum makes an agent talk to a customer for a set number of seconds before they can transfer to your in-group, so handoffs are real conversations, not hot-potato.
Read postDefault Transfer Group for an in-group
When an agent opens the transfer panel, one destination is already selected for them. The Default Transfer Group sets that pre-pick per in-group, so agents transfer to the right place by reflex.
Read postSecond and third agent alerts: escalation when nobody answers
Some callers deserve a louder ding. VICIdial can play a different alert sound when a repeat caller comes through your in-group, so the agent knows this person has tried before.
Read postAgent Alert: ringing the agent on an inbound call
When an inbound call lands on an agent, a small sound tells them to look up and take it. The Agent Alert settings control that ding, how long it delays the call, and whether you want repeat-caller alerts too.
Read postIn-Queue No Agents Check explained
A caller can get into the queue while an agent is logged in, then get stranded when that agent logs off. The In-Queue No Agents Check keeps watching the room and rescues callers who would otherwise wait forever.
Read postNo Agent No Queue Action: when nobody is logged in
If a caller dials in and not a single agent is logged in, parking them in an empty queue is cruel. The No Agent No Queue setting catches that case and routes them somewhere useful instead.
Read postAgent Rank vs Grade vs Call Count: in-group routing methods
Rank, grade, and call count are three per-agent levers that change who gets the next inbound call. One favors your best, one weights toward them, one spreads work evenly. Here is how to choose.
Read postFronter Display: what the agent sees on an inbound call
Fronter Display puts the first agent's name in the Status field when a call is transferred, so the closer knows exactly who fronted it. Here is when to turn it on and what it changes.
Read postNext Agent Call: how inbound picks which agent answers
When two agents are free, who gets the call? The Next Agent Call setting decides. Here are the options that actually matter day to day, in plain language, with the trade-offs.
Read postGroup Color: color-coding your in-groups
Group Color paints the agent screen when a call comes in, so people know at a glance which line it is. Small setting, big floor-level payoff. Here is how to set it without breaking VICIdial.
Read postDead Call Trigger: handling silent connections
A dead call is when the customer has hung up but the agent is still sitting on the line. Dead Call Trigger nudges the agent with a sound or a back-end ping after a set number of seconds. Here is how to set it.
Read postAgent Select Territories explained
Agent Select Territories lets a logged-in agent pick which regions they dial, instead of you locking them to one. Here is what it does, the two settings it depends on, and when it actually helps.
Read postMax Logged-In Agents: capping a campaign's seats
Max Logged-In Agents sets a hard ceiling on how many people can be on a campaign at once. Handy for licensing, training, and keeping campaigns from poaching each other's seats.
Read postAgent Ready Max Seconds Logout explained
An agent stuck in READY for an hour with no calls is usually a sign something broke. Agent Ready Max Seconds Logout catches that case and logs the agent out, so a silent dialing problem does not hide behind a "logged-in" agent.
Read postAgent Pause Max Status: capping pause time
When an agent sits paused too long, VICIdial can auto-log them out — and Agent Pause Max Status decides what disposition gets stamped on whatever call they left open. Here is how the two settings work together.
Read postAuto Pause Pre-Call Work explained
Auto Pause Pre-Call Work keeps the dialer from dropping a call on an agent who is mid-task — looking up a lead, checking callbacks, entering a pause code. It auto-pauses them so the next call never lands on a distracted agent.
Read postAgent Pause Codes: tracking why agents pause
Pause codes turn "agent is paused" into "agent is on a 15-minute break." Set them up per campaign and you finally know where your floor's idle time actually goes, with the data sitting right in the agent log.
Read postWrapup Message: what to show agents between calls
The Wrapup Message is the bit of text agents see on the wrapup screen between calls. Small field, real value: use it for reminders, scripts, and the next thing they should do before the next call lands.
Read postWrapup Seconds: giving agents time after a call
Wrapup Seconds forces a short pause after every call so agents can finish notes before the next one lands. Here is what the setting does, when to use it, and how to keep it from quietly slowing your floor.
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