metrics
9 posts.
What 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 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 average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
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 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 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 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 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 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.
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