What the VERM Agent Session Detail report shows

The VERM Agent Session Detail report is a summary view that answers a simple staffing question: over the period you chose, how many distinct agents actually logged in, and how long did they stay? It is the lightest of the VERM agent reports — no call counts, no dispositions, just login behaviour pulled from the agent log table.

The columns you see

For the date range, queues, and agents in your parameters, the report shows:

• The count of distinct agents who logged in at any point during the period.
• The average length of their login sessions.
• The length of the shortest session and the longest session.
• Total login time, expressed as hours with a decimal — so two and a half hours reads as 2.5.

Each Agent session is one login-to-logout stretch, and a single agent can have several in a day. That is why the distinct-agent count is usually smaller than the number of sessions behind it — one person who logs in, breaks for lunch, and logs back in counts once as an agent but produces two sessions. Every statistic in this report comes from the same inbound-call agent log table, so the totals line up with what the heavier agent reports show; this view simply rolls them into one summary line instead of breaking them out per agent.

How to read it

Use this report to sanity-check headcount and shift discipline. A very short shortest-session value often means a login flapped — someone logged in, hit a problem, and bounced straight back out. A longest session that runs to the very end of the day can flag an agent who never logged out properly, which quietly skews any downstream KPI that divides by session time. Because it is summary-only, treat it as a starting point: it tells you that something is worth a closer look, not why it happened.

The total login hours figure is the one to watch for capacity planning. Compare it against the calls your floor actually handled and you can tell whether you were over- or under-staffed for the demand, before you even open a per-agent view. If the distinct-agent count is lower than your roster, someone scheduled to work never logged in at all — a gap this report makes obvious at a glance.

One thing to keep in mind is how sessions end. If an agent is still shown logged in at the very end of a day, the system closes the session for them, and that can stretch the longest-session and total-login figures beyond the hours anyone actually worked. So when a number looks too generous, check whether it traces back to a clean logout or to a session the system had to close on the agent's behalf. The summary will not flag the difference for you — that is what the per-session detail view is for.

It pairs naturally with the broader agent reports when you want to turn login totals into actual Agent performance numbers. For the bigger picture across every report family, start with our reports overview, and when you want a live counterpart to this historical view, the real-time main report shows who is logged in right now.

Agents versus sessions

flowchart TD
  A[Date range chosen] --> B[Read agent log records]
  B --> C[Find distinct agent ids]
  C --> D[Count distinct agents]
  B --> E[Measure each session length]
  E --> F[Average session length]
  E --> G[Shortest session]
  E --> H[Longest session]
  E --> I[Total login hours]

VICIfast runs VICIdial with VERM enabled out of the box, so Agent Session Detail is available as soon as your agents start logging in. See /pricing for a managed dialer on a branded subdomain in under 40 seconds.