agent-ux
50 posts.
VICIdial screen label ID rules explained
The Label ID for a VICIdial screen label has strict rules: 2 to 20 characters, no spaces, no special characters.
Read postHow to write a rebuttal script your agents will actually read
Build short, scannable objection-handling rebuttals into your VICIdial Script Text so agents have a ready answer mid-call.
Read postHow to add a screen label template in VICIdial
A step-by-step walkthrough for creating a new screen label template and attaching it to a VICIdial campaign.
Read postHow to reword phrases on the VICIdial agent screen
Use a VICIdial Language to reword just the agent screen phrases your team finds confusing, without touching the rest of the interface.
Read postHow to populate VICIdial language phrases
The Populate Language option seeds a new VICIdial language with agent, admin, or all gathered phrases so you are not translating from a blank slate.
Read postThe VICIdial soundboard API user explained
The soundboard API user is the account that actually triggers a VICIdial soundboard's audio. Here is why it should be a dedicated, reduced-permission user.
Read postHuman vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.
Read postWhat the human_answered flag does on a VICIdial status
The human_answered flag on a VICIdial status feeds your drop percentage math. Here is exactly what setting it to Y changes.
Read postWhat "Agent Selectable" does on a VICIdial status
Agent Selectable decides whether a VICIdial status appears as a pickable disposition on the agent screen. Here is exactly what it controls.
Read postThe VICIdial soundboard Audio Store requirement
Why every VICIdial soundboard button needs its Audio Filename present in the Audio Store, and how the filename field works.
Read postWhat are VICIdial system statuses?
System statuses are the system-wide call outcome codes VICIdial uses across every campaign and in-group to track and report on each lead.
Read postVICIdial soundboard levels explained
What primary and secondary levels mean on a VICIdial soundboard and how the Add field places audio on level 1 or under it on level 2.
Read postVICIdial soundboard button types explained
The four Type values for a VICIdial soundboard entry, what each one does on the agent screen, and how head2r spans columns.
Read postVICIdial soundboard Rank and Horz explained
How the Rank and Horz fields set the vertical and horizontal order of buttons on a VICIdial agent soundboard.
Read postThe VICIdial soundboard Audio Display field explained
What FILE, NAME, and HIDENUMBERS do in the VICIdial soundboard Audio Display field, and how to combine them for clear buttons.
Read postWhen to use a disclaimer soundboard in VICIdial
A disclaimer soundboard plays exact, approved legal or contractual wording on demand. Here is when a recorded disclaimer beats reading from a script.
Read postHow to wire a soundboard to a VICIdial script
A soundboard only appears to agents once you embed it in a script. Here is the iframe snippet and how the soundboard_id ties the two together.
Read postVICIdial soundboard layout options explained
How the default and columns layout options arrange the buttons on a VICIdial agent soundboard, and when to pick each one.
Read postHow to translate the VICIdial agent screen
Translate the VICIdial agent screen by creating a Language, populating agent phrases, and supplying your own translated text.
Read postHow to import VICIdial translations
Import translated phrases into a VICIdial language in bulk using the English-pipe-translation format and the right Import Action.
Read postHow to export VICIdial translations
Export VICIdial language phrases to hand off to a translator or back up your work, using the three Export Action modes.
Read postHow to let agents pick their language in VICIdial
Give VICIdial agents the option to choose their screen language at login, and learn the other places a user's language can be set.
Read postWhat are VICIdial languages?
VICIdial languages let you swap the wording on admin and agent web screens, from full translations to small phrasing tweaks.
Read postVICIdial web logo upload rules
The exact VICIdial web logo upload rules: filename prefix, images directory, supported formats, and the 170x45 standard size.
Read postHow to add a logo to the VICIdial screen
How to add a custom logo to the VICIdial admin and agent screens, including the right image size, format, and where it appears after login.
Read postThe VICIdial Language Code field explained
The Language Code field maps a VICIdial Language to a browser code like en-us and can display a country flag next to it.
Read postVICIdial standard row background colors explained
What the five VICIdial standard row background colors do, their defaults, and why Standard Row 5 sits behind the agent logo after login.
Read postSetting script width and height in VICIdial
Use the script_width and script_height dynamic variables to control how big the script frame renders on the VICIdial agent screen.
Read postHow to rename agent screen fields in VICIdial
Rename the default agent screen fields in VICIdial by typing new wording into the 19 field labels on a screen label template.
Read postHow to modify a VICIdial status
How to safely modify an existing VICIdial system status, what each flag changes, and why edits ripple across every campaign.
Read postHow to add a language in VICIdial
A field-by-field walkthrough of adding a new Language in VICIdial, from the Language ID rules to setting Active to Y.
Read postHow to add an agent soundboard in VICIdial
A step-by-step walkthrough of adding a new agent audio soundboard in VICIdial, from the Soundboard ID through the API credentials and Active flag.
Read postHow to assign screen colors in VICIdial
How to assign saved screen color templates in VICIdial using the three System Settings pulldowns for admin, agent, and chat screens.
Read postHow to add a custom disposition in VICIdial
A step-by-step guide to adding a custom agent disposition in VICIdial using the System Statuses screen and its flags.
Read postHow to add a screen color template in VICIdial
Step-by-step instructions for adding a new screen color template in VICIdial, including the ID rules, hex defaults, and logo field.
Read postWhat is a VICIdial agent soundboard?
A VICIdial agent soundboard gives agents clickable buttons to play recorded audio to the customer, from short disclaimers to a full conversation.
Read postWhat the Sale flag on a status does to your reports
The Sale flag on a VICIdial status decides whether that disposition counts toward total sales in your reports. Here is how it works.
Read postWhat are VICIdial screen labels?
Screen labels let you rename, hide, or lock the default agent screen fields on a per-campaign basis in VICIdial.
Read postHow to hide a field on the VICIdial agent screen
Set a field label to ---HIDE--- on a VICIdial screen label template to remove both the label and the field from the agent screen.
Read postHow to make a VICIdial agent field read-only
Set a field label to ---READONLY--- on a VICIdial screen label template so agents can see the field but cannot edit it.
Read postHow to make a VICIdial agent field required
Force agents to fill a lead field on every call before they can hang up, using the REQUIRED option on a VICIdial screen label.
Read postHow "Hide Label in Call Logs" works in VICIdial
Hiding a field on the agent screen does not hide it in the agent call logs unless you set Hide Label in Call Logs to Y.
Read postFinding which campaigns use a VICIdial screen label
The Campaigns Using This Screen Label list shows every campaign currently assigned a given screen label so you can edit it safely.
Read postWhat are VICIdial screen colors?
Screen colors let you brand VICIdial with your own color scheme and logo across the admin, agent, and chat screens.
Read postHow to recolor the VICIdial agent screen
How to give the VICIdial agent screen its own palette and logo using a screen color template assigned through Agent Screen Colors.
Read postAdmin vs agent vs chat screen colors in VICIdial
How VICIdial's three screen color pulldowns differ, when to theme each, and why the agent screen has one logo-related quirk.
Read postSetting the VICIdial menu background color
How to set the VICIdial menu background hex color so the sidebar reads cleanly with its white text, plus the right default to start from.
Read postSetting the VICIdial frame background color
How to set the VICIdial frame background hex color, why it must stay light for black text, and the D9E6FE default to start from.
Read postVICIdial alternate row background colors explained
What VICIdial alternate row background colors are for, their green defaults, and how they differentiate sections from the standard rows.
Read postHow to add audio buttons to a VICIdial soundboard
Audio buttons are the heart of a VICIdial soundboard. Here is how to add each one with its filename, name, rank, type, and level.
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