Reading the Fronter/Closer Report: transfers, sale %, and conversion

The Fronter-Closer report is the scoreboard for a handoff operation. It is useful whenever your VICIdial agents send calls to other agents using the Local Closer option and pass them through an Ingroup. The report splits cleanly into two halves so you can see each role on its own.

The fronter half

The top of the report covers each Fronter. The columns tell you what each outbound agent produced:

• XFERS is the number of transfers the agent made.
• SALE % is the percentage of those transfers that resulted in a sale.
• SALE is the number of sales made on the agent's transfers.
• DROP is the number of transfers that did not make it to a live closer.
• OTHER is transfers that were not dropped but also not sold.

A high DROP count under one fronter is a warning sign. It usually means they are sending calls when no Closer is free to catch them.

The closer half

The bottom of the report covers the agent the call was sent to. CALLS is the total calls the closer answered, SALE is the sales they made on transfers they fielded, DROP is calls they received that were dispositioned as dropped, and OTHER is calls they fielded that did not sell. This section also shows the conversion percentage.

Any Disposition flagged as a sale, meaning a status with its sale flag set to Y in the Statuses section, counts toward the sale numbers on both halves. Get those flags right or your Conversion rate will read low for no real reason.

Reading the two halves together

flowchart TD
  A[Fronter XFERS] --> B{Reached a live closer}
  B -->|No| C[Counts as DROP]
  B -->|Yes| D[Closer CALLS]
  D --> E{Sale status set}
  E -->|Yes| F[Counts as SALE]
  E -->|No| G[Counts as OTHER]
  F --> H[Conversion percentage]

The power of the report is comparing the halves. If fronter SALE % is low but closer conversion is healthy, your fronters are sending weak transfers. If closers convert poorly on plenty of clean transfers, the coaching belongs on the closing side instead. One number alone never tells you that.

DROP deserves a closer look on both halves too. On the fronter side it counts transfers that never reached a live closer, which is usually a staffing or pacing problem rather than a coaching one. On the closer side it counts received calls that were dispositioned as dropped. When both DROP columns climb together, you are sending more calls than your closing team can catch.

OTHER is the catch-all worth watching over time. These are transfers that connected but did not sell, so a rising OTHER count on one closer points at a closing-skill gap, while a spread-out rise often means the Lead quality slipped upstream.

Going further

When you need a line-by-line accounting of each transfer, including the lead ID and the transfer time, the detail version breaks it down per call. For the wider context, read our transfers and closers guide, and to build the flow this report measures, see setting up a fronter-to-closer workflow.

Watched weekly, this report turns a Fronter and closer floor into something you can actually tune. If you want a dialer with this reporting ready out of the box, see our pricing page.