agents
42 posts.
Adding agent seats instantly
Add agent seats to your VICIfast dialer from the dashboard as your team grows. Here is how seats relate to your plan tier and box capacity, and what happens when you hit either limit.
Read postA VICIdial softphone with nothing to install
Why VICIfast agents can take calls from a browser tab with no desktop softphone to download, configure, or maintain.
Read postThe VICIfast branded webphone explained
A clear explanation of the browser-based softphone that ships with every VICIfast plan, and how it connects agents to calls.
Read postHow to assign an Email Group to a campaign so agents can staff it
An email group does nothing until a campaign is allowed to use it. Here is how to add it under Allowed Inbound Groups so agents can log in and take email.
Read postHow to let a user configure Email Accounts
Building an email account in VICIdial needs a specific user permission. Here is the Modify Email Accounts setting, where it lives, and who should get it.
Read postHow agents receive and reply to emails in VICIdial
An inbound email behaves a lot like a call. Here is exactly what an agent sees, why the record locks, and how they close it out and get the next one.
Read postHow to rank agents so your best ones get more emails
A practical walkthrough of setting per-agent rank and grade on a VICIdial email group so your strongest agents clear more inbound email.
Read postHow a Phone Alias Keeps Agents Online When a Dialer Fails
When a VICIdial server fails, agents on a phone alias just log out and back in to land on a healthy dialer — no credential changes.
Read postHow Phone Aliases Balance Agents Across Servers
Phone aliases spread agents evenly across a VICIdial cluster by sending each login to the dialer with the fewest local agents.
Read postWhy two agents end up in the same session talking to each other
Two agents hearing each other instead of customers almost always means a previous agent never logged out cleanly and left the session open.
Read postDiagnosing a 3-way transfer that won't connect using the press log
When a 3-way transfer never reaches the outside party, the 3-Way Press Log Report shows exactly which step failed using its Results events.
Read postHow to read the Team Performance Detail Report
The Team Performance Detail Report rolls every agent into their user group so you can compare whole teams on calls, sales, and contact ratio.
Read postHow to read the Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
Read postWhat dead time is and why it inflates talk time
Dead time is the part of a call after the customer hangs up, and it quietly pads agent talk time unless you subtract it.
Read postWhat wrap time is and how VICIdial estimates it
Wrap time is the after-call work an agent does before taking the next call. Here is what it covers and how VICIdial estimates it on the inbound report.
Read postWhat a good conversion rate looks like in VICIdial
Conversion rate is sales divided by the people you actually reached. Here is how to read it in VICIdial and what counts as a healthy number.
Read postWhat a good average talk time looks like and how it is measured
Average talk time is the time an agent spends on the line per call. Here is the formula, an honest range, and the exact VICIdial column that holds it.
Read postHow to read the User Timeclock Report
The User Timeclock Report totals clocked hours for one user or a whole user group, using only closed shifts that have a logout entry.
Read postWhat the DNC/CI% column tells you about an agent
DNC/CI% is Do Not Call per human answers, a quick flag for agents removing far more leads from the pool than their peers.
Read postWhat shrinkage is and how to spot it in VICIdial reports
Shrinkage is the gap between paid hours and hours actually spent handling calls. Here is how to estimate it from VICIdial timeclock and pause data.
Read postHow to read the Single Agent Daily Detail Report
The Single Agent Daily Detail Report shows one agent's dispositions per day across a date range, so you can see a pattern instead of one snapshot.
Read postWhat occupancy is and how VICIdial calculates it
Occupancy measures how much of an agent's logged-in time was spent on calls. Here is the exact formula VICIdial uses and what a healthy number looks like.
Read postHow to read the User Group Timeclock Status Report
A live, current-day report showing by user group who is logged into the timeclock and the agent interface, so managers can fix shift logins at a glance.
Read postHow to read the Agent Performance Detail Report
This report combines status counts with pause, wait, talk and dispo time for a full breakdown of an agent's shift on a campaign.
Read postHow to read the Agent Status Detail Report
The Agent Status Detail Report tallies the statuses each agent picked, with no time columns, plus the handy DNC/CI% field.
Read postHow to read the User Time Sheet
The User Time Sheet shows one agent's login, logout and call-summary times for a single day, the fast answer to where one person's hours went.
Read postHow to read the User Timeclock Detail Report
Queried by user group, this report lists every timeclock punch per agent alongside their total clocked time, the audit trail behind the hours total.
Read postHow to read the User Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.
Read postHow to read the User Stats page
The User Stats page bundles a dozen per-agent reports into one screen so you can see talk time, logins, calls and pauses for any date range.
Read postWhat WAIT, TALK, DISPO, and DEAD time mean on the Agent Time Detail Report
WAIT, TALK, DISPO, DEAD, CUSTOMER, and CONNECTED each measure a slice of an agent's time. Here is exactly what each column counts.
Read postHow to read the Agent Time Detail Report
The Agent Time Detail Report breaks an agent's logged-in time into wait, talk, dispo, and pause buckets so you can compare how time is spent.
Read postHow to Find How Many Agents You Need in VICIdial
Use VICIdial's forecasting report to size your agent pool for a target service level. Here is the step-by-step from call history to a staffing plan.
Read postHow to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
Read postHow to Read the Inbound Forecasting Report in VICIdial
The Inbound Forecasting Report projects your hourly call volume and tells you how many agents you need to hit a target drop rate. Here is how to read every column.
Read postHow to Read the VERM Outcome Statuses Report in VICIdial
A plain walkthrough of the VERM Outcome Statuses report: how it breaks calls down by their final disposition and what each status count actually tells you.
Read postHow to Read the VICIdial Inbound Report by DID
The Inbound Report by DID broken down per inbound number: what calls, drops, IVR transfers, and agent stats tell you about each DID.
Read postWhat Is Queue Time on VICIdial Inbound Calls?
Queue time and hold time on VICIdial inbound calls: what they measure, why they matter, and exactly where they appear in the Inbound Report.
Read postHow to Read the VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
Read postHow to Read the Advanced Forecasting Report in VICIdial
The Advanced Forecasting Report adds Erlang C wait-time math and cost and revenue analysis on top of the basic version. Here is what is different.
Read postHow to Read the VICIdial Inbound Report
A plain-English walkthrough of every section of the VICIdial Inbound Report, from queue time to agent and in-group performance.
Read postWhat the VERM Schedule Adherence report measures
The VERM Schedule Adherence per day sub-report counts how many distinct agents were logged in each day and what share of staffed agents each day held.
Read postHow to read the VERM Agents report
A plain walkthrough of the VERM Agents report in VICIdial — what each sub-report tells you about login time, pauses, answered calls, and how busy your agents really were.
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