What the VERM Agent Sessions View shows

The VERM Agent Sessions View is the most detailed of the agent reports — a comprehensive per-agent breakdown for everyone logged in during the date range you chose. The first row is the sum of all statistics, and each row after it is one agent. If you want a single screen that holds time, calls, and outcomes side by side, this is it.

The time columns

Each row gives the time totals for that agent:

• Total login time across every Agent session in range.
• Total talk time, plus average talk time per call at the end of the row.
• Total idle time — pause plus wait combined — and idle no wait, which is pause only.
• Total billable and non-billable pause time, and total wait time on its own.

As with the other VERM views, billable status comes from the billable setting on pause codes under each campaign. The same quirk applies: BLANK, LOGIN, and LAGGED count as billable here, while a null Pause code is not billable in this report even though it is billable in most others. The split between idle and idle-no-wait is worth a second look: idle is pause plus wait combined, while idle-no-wait is pause only, so subtracting one from the other tells you how much dead time was the dialer making the agent wait versus the agent choosing to pause.

The outcome columns

Beyond time, the view counts sales, customer contacts, and human-answered calls — both as totals and per hour against presence time. Sale, customer contact, and human answered are status attributes you can set on campaign or system statuses, so the counts reflect how you have defined those outcomes; change the attributes on a status and these columns change with them. There is an offered/answered count, which in this report are the same thing: the total calls handled by agents. From those you get two conversion rates — sales divided by customer contacts, and sales divided by human-answered calls. The per-hour columns sit beside the totals, so you can also see when in the shift an agent was at their best rather than only how they finished. Together they turn raw Talk time into a read on Agent performance.

The summary row at the top is the one to anchor on. Because it sums every agent's statistics, it gives you the floor-wide totals and conversion rates in a single line, which you can then read each agent against without doing the math yourself. Average talk time per call, sitting at the end of every row, is the quiet tie-breaker: two agents can post the same sales count, but the one closing in less talk time per call is handling more conversations to get there.

How a row is assembled

flowchart TD
  A[Agent log records in range] --> B[Sum login time]
  A --> C[Sum talk time]
  A --> D[Sum pause and wait as idle]
  A --> E[Count sales and contacts and human answered]
  E --> F[Conversion rates]
  C --> G[Average talk time per call]
  B --> H[Per agent row]
  C --> H
  D --> H
  F --> H
  G --> H

Because every measure sits in one place, this is the report to use for ranking and reviews — it is where you compare Agent utilization against actual conversions rather than guessing. For how it relates to the rest of the suite, see the reports overview, and for a wall-display companion that surfaces the same outcomes live, read what the whiteboard report shows.

VICIfast ships VICIdial with VERM ready to run, so the Agent Sessions View is available from day one. See /pricing for a dedicated dialer on a branded subdomain in under 40 seconds.