kpi
30 posts.
How 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 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 postHow to read the Performance Comparison Report
The Performance Comparison Report lines up calls, sales, and sales conversion across today, yesterday, and several prior days so trends jump out.
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 postWhat a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
Read postWhat a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.
Read postWhat service level (SLA) means and how VICIdial reports it
Service level is the share of inbound calls answered inside a target wait time. Here is how VICIdial reports it and what a good SLA looks like.
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 postWhat a good dials-per-hour looks like in VICIdial
Dials per hour measures how many calls your dialer places per agent hour. Here is how to read it in VICIdial and what drives a healthy number.
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 postWhat a good contact rate looks like and how VICIdial computes it
Contact rate is the share of dialed leads that reach a live person. Here is the formula, an honest benchmark, and where VICIdial surfaces the inputs.
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 No-Answer (NA) Calls Mean on the Outbound Report
The No-Answer (NA) total on the VICIdial outbound report counts calls that never reached a person. Here is what it includes and why the rate climbs.
Read postHow to Read the VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
Read postLost, Routed, and Transfers on the Inbound DID Report
The LOST, ROUTED, and TRANSFERS columns on the VICIdial Inbound DID Report each count a different fate for a call. Here is exactly what each one means and why they differ.
Read postCalls Offered vs Answered vs Abandoned in VICIdial
The three core inbound counts in VICIdial defined plainly, how they relate, and how abandon rate is calculated from them.
Read postHow to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
Read postErlang B vs Erlang C in VICIdial Forecasting
Erlang B clears blocked calls, Erlang C queues them. Learn the difference and when each model fits an inbound or outbound VICIdial dialer.
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 postWhat Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
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 postWhat Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
Read postHow to Read the VICIdial Inbound DID Summary Report
The Inbound DID Summary Report rolls each phone number up into call counts, total minutes, and its current route. Here is how to read the per-DID summary view.
Read postVICIdial Outbound Report Sections Explained
Each section of the VICIdial outbound report answers one question. Here is what dials, drops, no-answers, hangups, dispositions, and lists each tell you.
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 postHow to Read the VICIdial Inbound Daily Report
The VICIdial Inbound Daily Report shows day-by-day inbound totals next to week, month, and quarter figures so trends are easy to read.
Read postHow to Read the Inbound Service Level Report in VICIdial
Learn how the VICIdial Inbound/Closer Service Level Report shows the X-second answer threshold, percent answered within target, and hold-time breakdowns.
Read postHow to Read the Outbound Summary Interval Report
The VICIdial Outbound Summary Interval Report breaks the day into 15, 30, or 60-minute slices so you can spot time-of-day patterns in volume and outcomes.
Read postHow to Read the VICIdial Outbound Calling Report
A plain walkthrough of the VICIdial Outbound Calling Report: dialed calls, drops, no-answers, hangups, dispositions, lists, and the time graph.
Read postService level: percent of calls answered within X seconds
How VICIdial calculates the share of inbound calls answered within a chosen number of seconds on hold.
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