What the VERM parked-calls-by-agent report shows

The parked-calls-by-agent report in VERM gives a per-agent count of how many times calls were parked during the report window. Putting a call into Call park places the caller on hold in a holding spot so the agent can free the line, check something, or hand the call elsewhere. This report tells you who is doing that and how often, which is a quiet but useful signal about workflow and call complexity on each desk.

Where the numbers come from

The data is compiled from the park_log table, which records each park event with its user, campaign, server, caller_code, parked_time, and uniqueid. The uniqueid is matched back against the DID, inbound, and outbound call log tables where appropriate, so each park is tied to the call it belonged to. Because the count is keyed on the user field, the breakdown is genuinely per Agent rather than per campaign or queue. The campaign and server fields are still recorded against each park, so the same underlying rows can be read by campaign or by box when you need a different angle, but the headline of this report is the agent.

What the report calculates

Beyond the simple park count per agent, the report works out a few derived figures that turn raw counts into something you can act on:

• Average park attempts per call: how often, on average, a call gets parked. A number well above one suggests calls bouncing in and out of park.
• Total time the agent left calls in park: the cumulative duration callers spent on hold per agent across the window.
• Average duration of the agent's total park intervals: the typical length of a single park, which is the cleanest read on whether holds are quick checks or long waits.

Read the count and the average duration together. A high park count with short intervals usually means an efficient agent doing fast lookups. A low count with long intervals can mean callers are sitting on hold, which hurts the experience and feeds into your Abandonment rate if they give up. Either pattern is a coaching conversation, not a verdict — the report points you at the desk, you ask why.

Because the average park attempts per call is figured across the whole window, it smooths over the occasional one-off and surfaces habits. An agent whose calls average more than one park apiece is parking the same caller repeatedly, which is worth watching: it can be a sign they are missing information at the desk and keep stepping away to find it. The total park time per agent is the figure to bring to a staffing review, since long cumulative holds across a team point at process gaps rather than individual technique. None of these numbers judge an agent on their own; they tell you where to look and what question to ask next.

How a park becomes a row

flowchart TD
  A[Agent parks a call] --> B[Row written to park_log]
  B --> C[user campaign server caller_code parked_time uniqueid]
  C --> D[Match uniqueid to call logs]
  D --> E[Group by agent]
  E --> F[Park count per agent]
  E --> G[Avg attempts and total park time]

Park behaviour is most telling next to your other agent numbers. For a live view of which agents are busy while calls are being parked, see the real-time main report, and for the wider tour of VERM and its companions start with the VICIdial reports overview.

VICIfast runs managed VICIdial with full call-park logging from the first call, on a branded HTTPS subdomain provisioned in under 40 seconds. See pricing to start.