The Fronter/Closer Detail Report: tracing every transfer call by call

When you run a local closer setup, you want proof of what happened on every handoff. The Fronter/Closer Detail Report gives you that: it lists fronter and closer activity on a single in-group for a chosen date, and it accounts for every call sent from a Fronter agent to a Closer agent. A fronter is the agent who works the lead first and then passes it on; a closer is the agent who takes that warmed-up call and tries to land the sale.

What the detail view shows you

This is the call-by-call report, not a rolled-up summary. For every transfer it shows the lead ID of the call, the time of the original call, and the transfer time. That lets you line up a specific lead against the moment it left the fronter and the moment the closer picked it up. You can also choose to include a summary of the same output if you want totals alongside the detail.

It only fits one situation: VICIdial agents sending calls to other VICIdial agents using the Local Closer option in the agent interface, passing calls through an Ingroup. An in-group is the inbound queue a transferred call lands in. If your closers are external numbers rather than logged-in agents, this report has nothing to chart.

Fronter stats vs closer stats

The report splits into two sides. On the fronter side, AGENT is the agent making the transfer, XFERS is how many transfers that agent made, SALE % is the percentage of those transfers that ended in a sale, and SALE is the count of sales. A sale here means a Disposition whose sale status flag is set to Y in the Statuses section, so the report respects how you defined a sale, not a guess.

On the closer side, AGENT is the agent receiving the transfer, CALLS is the total calls that closer answered, and SALE again counts sales on the transfers that closer fielded. Both sides also carry DROP and OTHER columns, which deserve their own walkthrough.

If you want the full meaning of those last two columns and how a dropped transfer differs from one that simply did not sell, read the XFERS, DROP, and OTHER column breakdown.

How a call flows into this report

flowchart TD
  A[Fronter on live call] --> B[Open Local Closer transfer]
  B --> C[Call passes through in-group]
  C --> D[Closer answers transfer]
  D --> E{Disposition with sale flag Y}
  E -->|Yes| F[Counts as SALE]
  E -->|No| G[Counts as OTHER]
  C -->|Lost before live closer| H[Counts as DROP]
  F --> I[Row in Detail Report]
  G --> I
  H --> I

When to reach for it

Pull this report when a fronter swears a Warm transfer went through but the closer says it never arrived. Because every row carries the lead ID and both timestamps, you can settle the argument with the actual record instead of a hunch. It is also the cleanest way to spot a closer who quietly drops more transfers than they answer.

The original call time and transfer time are more useful than they first look. The gap between them is your handoff latency. If a fronter holds a customer for a long stretch before the transfer fires, you will see it in that gap, and that lag is often where customers lose patience and the call ends up dropped. Reading the two timestamps together turns a vague complaint about slow handoffs into a number you can act on.

Detail or summary

You get to choose how much you see. The default is the detailed accounting, every call on its own line. When you only need the shape of the day rather than each lead, switch on the summary so the same output rolls up into per-agent totals. Most people start at the summary to find the outlier agent, then drop into the detail rows for that one person to read the actual calls.

For the bigger picture of how fronters, closers, in-groups, and transfer buttons fit together, see the VICIdial transfers and closers guide.

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