What the VERM ACD Attempts report shows

The VERM ACD Attempts report shows how calls were distributed to and from your agents — how many a campaign or queue handled, how many were lost, and how long inbound calls spent ringing before they connected. ACD stands for automatic call distribution, the logic that decides which waiting call goes to which free agent. This report gives you two cuts of that activity: by campaign or ingroup, and by individual agent.

By campaign or ingroup, and by agent

ACD attempts by campaign/ingroup breaks down the number of calls to and from the campaigns and ingroups you select. ACD attempts by agent does the same breakdown per queue, showing the calls to and from each agent. The structure of both is identical, so once you can read one you can read the other.

Use the Campaign or Ingroup view when you want to compare teams or queues against each other, and the per-agent view when you want to find an individual outlier — an Agent who takes far fewer calls than peers on the same queue, for example.

Both cuts count calls in both directions — to and from the campaign, ingroup, or agent — so a single team's row reflects its full activity over the report's time range, not just the inbound side. That makes the report a fair way to compare a queue that handles a mix of inbound and outbound work against one that does only one or the other, as long as you remember that the ring-time columns only carry meaning for the inbound calls.

Lost, taken, and ring time

Three column groups carry the meaning:

• Lost calls are calls whose disposition falls in the lost_statuses list defined in the VERM_REPORT_OPTIONS settings container. Avr ring and ring next to Lost are the average and total time those lost calls spent ringing or waiting.
• N. taken is the number of calls a campaign, ingroup, or agent actually handled. The avg ring and ring beside it are the average and total time those handled calls spent in ringing or waiting mode.

Which statuses count as lost is entirely yours to define. If your lost count looks wrong, check the lost_statuses list in VERM_REPORT_OPTIONS before assuming a routing bug — a missing Disposition in that list will quietly undercount lost calls.

Read N. taken and Lost together rather than in isolation. Taken on its own tells you volume, but the ratio of lost to taken is what shows whether a queue is keeping up. Two ingroups can each handle the same number of calls while one quietly loses a third of its traffic to ring-out. The ring-time figures sharpen the picture: a high total ring time on lost calls means callers were holding for a long stretch before they gave up, which is a staffing or pacing problem, not a carrier one.

How a call is sorted into the report

flowchart TD
  A[Inbound call to a queue] --> B{Disposition in lost_statuses}
  B -->|yes| C[Counted as Lost]
  B -->|no| D[Counted as N. taken]
  C --> E[Records avr ring and ring]
  D --> F[Records avg ring and ring]
  E --> G[Grouped by campaign ingroup or agent]
  F --> G

Read the ACD Attempts report when you suspect calls are being lost to ring-out rather than handled, or when one queue carries more waiting time than another. A high Lost count paired with long average ring time points at understaffing or slow pickup on that Call queue, not a dialer fault. For the live counterpart, watch agents take or miss calls in the real-time main report, and use the VICIdial reports overview to pick the right follow-up report for any queue that stands out.

VICIfast runs managed VICIdial with VERM ready to query out of the box, on a dedicated server and branded subdomain over HTTPS in under 40 seconds. Bring your own carrier and start measuring ACD attempts the day you launch — see pricing.