reporting
179 posts.
Closing the reporting gap after leaving a hosted platform
The metrics you lose when you move away from a managed dialer dashboard and how to rebuild them in VICIdial using real-time reports, agent stats, CSV exports, and optional QueueMetrics.
Read postMapping your old dispositions to VICIdial statuses
How to build a disposition-to-status mapping table, which VICIdial statuses are reserved and cannot be renamed, and how to keep reporting comparable across the migration.
Read postControlling Which Agents See a Custom Report in VICIdial
The Custom Reports Admin page adds your own links to the Reports page, and its User Group field decides exactly which agents and users can see each one.
Read postHow to Sync Call Dispositions Out of VICIdial
Pull call outcome codes from VICIdial into your CRM or data warehouse using the Non-Agent API's update_log_entry export and direct database queries on vicidial_closer_log.
Read postReading the dial hopper with hopper_list
Pull the live contents of a campaign's dial hopper, lead by lead, with the hopper_list API call.
Read postListing your campaigns with campaigns_list
Dump every campaign's ID, dial method, dial level and dial prefix in one read-only call with the VICIdial campaigns_list API.
Read postHow to read the Asterisk Debug Page
The Asterisk Debug Page gives you SIP and IAX peer status, outbound registry state, and the last 1000 lines of Asterisk console output without requiring SSH access to the server.
Read postHow to read the Server Performance Report graphs
The Server Performance Report graphs four metrics over time on the same axes, and reading them together is the key to diagnosing whether call problems come from hardware or software.
Read postWhat the Campaign Debug Page shows about an auto-dial campaign
The Campaign Debug Page surfaces the dialer's own back-end log lines for a chosen campaign, making it the first place to look when auto-dialing stalls or the hopper stops loading leads.
Read postWhat the Shared Debug Page shows for shared-agent campaigns
The Shared Debug Page exposes the agent-rotation and dialing decisions that drive shared-agent campaigns, letting you diagnose uneven pacing or campaign starvation without guessing.
Read postHow to compare the settings of two campaigns side by side
Using VICIdial's Settings Compare Utility on the CAMPAIGNS type lets you see exactly which field differs between a working campaign and a broken one, without guessing.
Read postMonitoring VICIdial back-end processes for restarts and hangs
Using Internal Process Logs to spot a crashing VICIdial process — high launch count with short run times means keepalive is restarting it repeatedly, which is a sign of a real fault.
Read postThe Settings Compare Utility explained
The Settings Compare Utility lets you pick two records of the same type and see every setting side by side, with differences highlighted so you know exactly what changed.
Read postWatching server disk space from the Server Versions page
The disk-space column on the Server Versions page is your earliest warning that a VICIdial box is running out of room — and a full disk stops recordings and wedges the dialer.
Read postMonitoring the Asterisk channel count on your VICIdial server
The Asterisk channel count in the Server Performance Report shows how many live audio paths are open at any moment, helping you separate real call surges from runaway processes.
Read postHow to read the Server Versions page
The Server Versions page shows every server in your VICIdial cluster in one table, letting you confirm health, version alignment, and disk headroom at a glance.
Read postHow to find a database schema mismatch between servers
When VICIdial logs show Unknown column errors or replication breaks after an upgrade, the DB Schema Compare Utility pinpoints which table or column is missing on which server.
Read postWhat the average channels-in-use number means
The average channels-in-use figure on the Server Performance Report tells you how many concurrent Asterisk audio paths the server carried on average across a shift.
Read postWhat off-hook minutes tells you about server usage
Off-hook minutes in the Server Performance Report counts the total time all Asterisk channels were carrying calls during a shift, making it a direct measure of server utilization and capacity headroom.
Read postHow to turn on System Performance logging in VICIdial
System Performance logging in VICIdial must be explicitly enabled per server before any data is collected, and without it the Server Performance Report stays permanently empty.
Read postReading your 30-day call-volume trend in Maximum System Stats
The 30-day call-volume series in Maximum System Stats lets you spot growth, seasonality, and creeping peaks before they breach your server or trunk capacity ceiling.
Read postThe DB Schema Compare Utility explained
The DB Schema Compare Utility checks your VICIdial database servers for schema drift by comparing tables, row counts, and column counts between the primary and any secondary server.
Read postVICIdial CPU time explained: USER, SYSTEM, and IDLE percentages
The USER, SYSTEM, and IDLE percentages in VICIdial's Server Performance Report show exactly where CPU time is going and whether your box is approaching its processing limit.
Read postHow to check which VICIdial version each server is running
The version column on the Server Versions page lets you confirm every node in your cluster runs the same VICIdial build — a mismatch after a partial upgrade is a classic source of subtle dialer breakage.
Read postWhat "most concurrent calls" tells you about your peak load
The most-concurrent-calls figures in VICIdial Maximum System Stats capture the single highest simultaneous call count reached each day, which is what actually sizes your trunks and server.
Read postWhat the Internal Process Logs page shows you
The Internal Process Logs page gives you a 7-day history of every back-end VICIdial process across all servers — launch counts, start times, and run durations that reveal what broke and when.
Read postHow to read the Maximum System Stats report
The Maximum System Stats report shows a per-day table and bar graph for the last 30 days, tracking seven call and agent peak figures that drive capacity planning decisions.
Read postWhat "most concurrent agents" tells you about server sizing
The most-concurrent-agents daily peak in Maximum System Stats shows the highest number of agents logged in simultaneously, which is the figure that drives seat licensing and server headroom planning.
Read postWhat peak system load tells you about your VICIdial box
Peak system load in the Server Performance Report shows the single worst run-queue depth of a shift, revealing whether your VICIdial box hit a capacity ceiling.
Read postChecking SIP Peers and Registry from the Asterisk Debug Page
The SIP Peers and Registry section of the Asterisk Debug Page tells you whether each carrier trunk and agent phone is registered and reachable, without opening an SSH session.
Read postHow to read the Campaign Debug Page
The Campaign Debug Page surfaces the dialer's own back-end log lines for one campaign so you can see exactly why it stopped dialing, hopper-loading, or pacing correctly.
Read postHow to read the VICIdial Group Hourly report
The Group Hourly report shows per-agent call totals for one user group, one disposition status, and one hour — here is how to read it.
Read postWhat Queue Groups do in reports
Queue Groups bundle several campaigns and inbound groups under one ID so reports can show combined stats for a whole team or product line.
Read postHow to read Remote Agent daily stats
VICIdial's Remote Agent daily stats give you a per-day view of total calls and peak concurrent calls. Here is how to read them.
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 postVICIdial Timeclock vs login session
A Timeclock punch and an agent-screen session are two different records in VICIdial, which is why the two times rarely match.
Read postThe VICIdial User Stats page explained
A tour of every section on the User Stats page, from talk time and login events to timeclock punches, activity breakdowns, and recordings.
Read postWhat the CALLBK lead status means
CALLBK marks a lead as a due scheduled callback that has rejoined the hopper, so the dialer treats it as a priority and calls it fast.
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 each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
Read postWhat the Quality Control Report shows
A plain look at the VICIdial Quality Control Report — the call, campaign, status, scorecard and result on every reviewed row, plus CSV export.
Read postWhat "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
Read postWhat the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
Read postHow to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
Read postHow to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
Read postDiagnosing agent session problems with the Latency Gaps Report
A latency gap is a missing stretch of agent latency log entries while an agent was supposed to be logged in, and those gaps often explain agent-screen session trouble.
Read postDiagnosing slow reports and why they can stall the whole system
Slow reports do more than test your patience — they can stall the whole dialer. The Admin Report Log Viewer shows each report's run time so you can find the offender.
Read postHow to read the Dial Log Report and what the SIP codes mean
The Dial Log Report groups every placed call by its SIP response code. Here is how to read each column and turn a wall of codes into a real diagnosis.
Read postHow to read the Caller ID Log Report to see which CIDs you've burned
The Caller ID Log Report breaks calls down by the caller IDs a campaign used, so you can see which numbers are burned and rotate them before they go spammy.
Read postHow to read the Carrier Log Report when calls aren't going out
When calls won't connect, the Carrier Log Report shows every dial attempt and the response code the carrier returned. Here is how to read and download it.
Read postHow to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
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 URL Log Report to debug webhook and webform calls
The URL Log Report records every URL VICIdial requested — dispo call URLs and WEBFORM clicks. Here's how to read it to find why a webhook or webform failed.
Read postHow to read the LAGGED Summary Report and spot lag clusters over time
The LAGGED Summary Report charts agent lag events on a timeline so you can see clusters instead of single stutters. Here's how to read the pattern.
Read postHow to run a report against archived data
Older VICIdial call data moves to archive tables. Use the Search archived data checkbox to run a report against it without digging through SQL.
Read postHow VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
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 AMD Log Report when answering-machine detection looks wrong
The AMD Log Report shows the result of answering-machine detection on each placed call. Here is how to read it and tell real misfires from carrier noise.
Read postTEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
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 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 postHow to add a custom report to the Reports page
VICIdial lets you bolt your own reports onto the REPORTS page. Here is where the Custom Report Admin page lives and how to add one.
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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 Fronter-Closer Report
The Fronter-Closer Report shows fronter stats on top and closer stats below, including transfers, sales, and the closer conversion percentage.
Read postHow to use the Export Calls Report
The Export Calls Report pulls one tab-delimited row per call from your VICIdial logs, so you can analyze call activity outside the dialer.
Read postHow to read the Dialer Inventory Report
The Dialer Inventory Report shows how many leads are loaded and how many are still dialable across your lists and campaigns right now.
Read postWhat a fronter and a closer are in VICIdial
A fronter qualifies and transfers the call through an in-group using Local Closer; the closer receives that transfer and works the sale.
Read postWhat a list pass is and why it matters
A list pass is one full cycle through a list's leads; the number of passes tells you how hard you've worked the data and how penetrated it is.
Read postHow to read the Callmenu Survey Report
The CallMenu Survey Report shows survey responses two ways: per call for a single agent, or as a ranked summary across every agent.
Read postHow to read the Campaign Status List Report
The Campaign Status List Report shows a campaign's lead statuses broken down by list, plus total calls, duration and handle time.
Read postHow to read the Lists Campaign Statuses Report
The Lists Campaign Statuses Report gives a per-list breakdown of lead statuses within a campaign, from total leads down to each status flag.
Read postHow to find your best lead source in VICIdial
Use the Outbound Lead Source Report to compare source_id performance and spot which feed actually converts before you spend more on it.
Read postHow survey point totals are calculated on the Callmenu Survey Report
TOTAL POINTS on the CallMenu Survey Report is simply the sum of the numeric values for every survey prompt a caller reached on the call.
Read postHow to export Outbound IVR call data
The Outbound IVR Export Report pulls the call-level detail behind your IVR campaigns, including the exact responses callers selected in the menu.
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 Inbound Chat Report
The Inbound Chat Report summarizes chats handled, average handle time, and queue time for one or more chat groups over a date range.
Read postHow to read the Fronter-Closer Detail Report
The Fronter-Closer Detail Report lists every transfer from fronter to closer with FRONTER STATS and CLOSER STATS columns per agent.
Read postHow to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
Read postHow to read the Lists Pass Report
The Lists Pass Report breaks down dial and contact stats for each pass through a list, so you can see whether reworking leads is still paying off.
Read postHow to read the Email Log Report
The Email Log Report lists individual emails for a date range, showing what was received, viewed, or answered and by which agent.
Read postHow to use the Export Leads Report
The Export Leads Report downloads one row per lead from VICIdial, no matter how many times it was dialed, as a spreadsheet-ready text file.
Read postExport Calls vs Export Leads: which one to use
Export Calls gives you one row per dial from the call logs; Export Leads gives you one row per contact. Here is how to pick the right one.
Read postHow to read the Outbound IVR Report
The Outbound IVR Report breaks survey-campaign calls down by the path each caller took through your call menu, with totals, drops, and timing per route.
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 postWhat System Release calls are on the interval report
System Release calls are dials the dialer ends on its own before any agent picks up, counted as their own line on the Outbound Summary Interval Report.
Read postHow to read the Outbound Lead Source Report
The Outbound Lead Source Report breaks down call counts and statuses by source_id or vendor_lead_code across every list in a campaign.
Read postWhat lead penetration means on the Dialer Inventory Report
Lead penetration tells you how deeply a list has been worked, comparing how many leads you have dialed against how many remain callable.
Read postHow to read the Called Counts List IDs Report
The Called Counts List IDs Report shows a called-count breakdown by status for one or more lists, optionally within a date range.
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 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 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 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 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 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 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 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 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 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 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 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 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 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 Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
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 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 Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
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 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 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 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 postWhat the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
Read postWhat the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
Read postThe VERM disconnections sub-report explained
The VERM disconnections sub-report breaks answered calls down by why they ended. Here is how to read the counts, percentages, and charts.
Read postWhat the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
Read postVERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
Read postHow to read the VERM Calls Per Hour report
The VERM Calls Per Hour report slices a day into 30-minute intervals so you can see exactly when call volume, wait time, and staffing peak across the working hours.
Read postWhat the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
Read postHow to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
Read postHow to read the VERM Unanswered report
The VERM Unanswered report isolates calls that never reached an agent. Here is how to read each sub-report so you know what is actually being lost.
Read postHow to read the VERM Calls Per Day report
The VERM Calls Per Day report breaks answered and unanswered calls down by calendar date so you can spot which days carried the most volume and the longest waits.
Read postWhat the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
Read postHow to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
Read postWhat the VERM transfers sub-report shows
The VERM transfers sub-report breaks transfers down per in-group. Here is how to read the counts and percentages and what they tell you about routing.
Read postHow to read the VERM Calls by Day of Week report
The VERM Calls by Day of Week report rolls every call onto the seven weekdays so you can see whether Mondays really are busier and Fridays really do answer slower.
Read postWhat the VERM Inclusive SLA report shows
The VERM Inclusive SLA per day sub-report buckets answered calls by wait-second intervals and shows the share answered within each band, per day.
Read postThe difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.
Read postWhat the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
Read postHow to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
Read postHow to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
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 postWhat the VERM parked-calls-by-agent report shows
The VERM parked-calls-by-agent report counts how often each agent parks calls, drawn from the park_log table. Here is how to read it.
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.
Read postWhat the VERM Agent Session Detail report shows
The VERM Agent Session Detail report summarises how many distinct agents logged in over a date range, plus the average, shortest, and longest session lengths.
Read postHow to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.
Read postHow VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
Read postWhat the VICIdial Whiteboard Report Shows
The Whiteboard report turns live call data into big graphs that refresh on a timer. Here are the report types it can put on a wallboard.
Read postVICIdial Status Category Realtime Display Explained
The Realtime Display flag turns a status category into one of up to four live counts shown below the LEADS IN HOPPER line on the VICIdial Real-Time report.
Read postHow to Read the VICIdial All Campaigns Summary Report
One page, every active campaign, no per-agent noise. Read the All Campaigns Summary at a glance and click any campaign to drill into its Real-Time report.
Read postHow to Group VICIdial Statuses Into a Category
Step through creating a VICIdial status category, the 2-20 character Category ID rules, and assigning statuses so they roll up into one reportable group.
Read postThe Completed Flag: Marking a VICIdial Lead Done
The Completed flag says a lead needs no further calls without putting it under DNC, Not Interested, or Unworkable, and it feeds several reports.
Read postWhat Are VICIdial System Status Categories?
Status categories group several VICIdial statuses so you can run statistical analysis on the bunch and surface up to 4 live counts on the Real-Time report.
Read postToo Slow, Defeated, and Hungup in the 3-Way Press Log Report
The 3-Way Press Log Report logs every outside-user call placed from the agent screen. Here is what Too Slow, Defeated, and Hungup actually mean.
Read postReading the Fronter/Closer Report: transfers, sale %, and conversion
The Fronter-Closer report splits performance into fronter transfers and closer conversion, so you can see which half of the handoff needs work.
Read postThe VICIdial List Inventory Report, explained
The Inventory Report rolls up dialable and worked leads across your lists so you can see what is left to call before you run dry.
Read postTrack Calls in Real-Time: monitoring IVR usage
See how callers move through your phone menu live, and turn on the logging that tells you which options they actually press.
Read postDID Traffic Report explained
What the DID Traffic Report shows, how it breaks calls into 15-minute slots, and how to read its hold, call, and drop totals.
Read postDID custom fields (Custom 1-5)
Five free-form fields on every DID for tagging numbers, owner matching, and feeding your own reports.
Read postHistorical vs Summary campaign reports
VICIdial's Reports tab has outbound, inbound, and agent summaries that roll up a single day per campaign. Here's the difference between a quick summary view and a deeper historical dig, and when to reach for each.
Read postCampaign Stats Refresh: how often numbers update
Not every number in VICIdial updates the same way. The little call-count graphs build in the background, the real-time screen ticks on its own, and most other reports recalculate when you load the page. Here's what refreshes when.
Read postReal-Time Campaign Stats: reading the main screen
The Real-time link on a campaign shows you what's happening right now — dialable leads, hopper count, dropped calls, agents logged in. Here's how to read each number and what it tells you about your dialing.
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