The Completed Flag: Marking a VICIdial Lead Done

Not every finished lead is a do-not-call, a refusal, or a dead record. Sometimes a lead is simply done: the work is complete and there is no reason to call again. VICIdial has a dedicated flag for exactly that case, and using it correctly keeps your reports clean without dumping good records into the wrong category.

What Completed actually means

On the System Statuses screen, the Completed flag indicates the lead is done and does not need to be called any further, but it does not fall under the DNC, Not Interested, or Unworkable categories. That carve-out is deliberate. A Completed lead is not suppressed for compliance, was not a refusal, and is not a junk record. It is a record that ran its course in a good way and has nothing left to do.

A finished sale is the obvious example, though a sale carries its own dedicated flag for totals so the two are usually set together. Completed is broader: a fulfilled request, a survey finished, an application submitted, any Status (lead status) where the outcome was reached and follow-up calls would only annoy the contact. The Agent still picks one code; the flags behind it do the bookkeeping. Treating Completed as a clean end-state rather than a dumping ground is what keeps the rest of the reporting trustworthy.

Why it has its own flag

The reason Completed is separate from DNC, Not Interested, and Unworkable is that it is used in the calculation of several reports. If you forced a finished lead into a DNC code, it would inflate your DNC totals and feed the list logic that suppresses numbers. If you marked it Unworkable, your reports would suggest your data was bad when it was actually fine. Completed gives reporting a clean signal: this one is done, count it as a successful close of the work, not as a problem.

How the flags decide what happens

flowchart TD
  A[Lead dispositioned] --> B{DNC flag?}
  B -->|Yes| C[Suppressed, no recycle]
  B -->|No| D{Not Interested or Unworkable?}
  D -->|Yes| E[Not called again, no recycle]
  D -->|No| F{Completed flag?}
  F -->|Yes| G[Done, no further calls]
  F -->|No| H[Callable status, can recycle]

Read that flow as a cascade. The dialer checks the suppressing flags first. A Disposition that is none of DNC, Not Interested, Unworkable, or Completed stays callable, which is what makes a Lead eligible to be worked again. Completed sits with the others that take a record out of rotation, but for the right reason.

Using it without breaking your numbers

Reserve Completed for genuine end-states. If you flag too many statuses as Completed, you lose the ability to tell a successful finish from an abandoned one, and the reports that depend on the flag get noisy. Keep it for the codes that truly mean the work on this lead is over. Make sure each Completed status is also Agent Selectable if you want agents to choose it directly.

To add a Completed-flagged code of your own, follow how to add a custom disposition and turn on Completed when you set the flags. For the bigger picture of how statuses shape the agent experience, see the VICIdial agent screen configuration guide.

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