Logged-In Agents Report for an in-group

Calls are coming in, hold times are climbing, and you want a straight answer to one question: who is actually logged in to handle this queue right now? VICIdial has a report built for exactly that. From any in-group screen you can pull up a live list of every agent currently staffing it. No date ranges, no filters, just a snapshot of who is on the floor for that line.

Where to find it

Open the in-group you are worried about and scroll to the bottom of its modification screen. Next to the link for the inbound report there is a second link, something like "click here to see agents logged in to this inbound group." Click it and you get an instant list. This is the quickest way to see staffing for one queue. It beats opening the full real-time screen and squinting to figure out which agents belong to which line.

What the list tells you

The report shows each agent currently logged into the in-group. That sounds simple, and it is, but it answers a surprising number of fire drills. If the queue is dropping calls and this list is short or empty, you have a coverage gap, not a routing fault. If the list is full but callers still wait, the problem is somewhere else: agents may be paused, stuck in Wrap-up, or on long calls.

Remember that being logged in is not the same as being ready. An Agent can be logged into the in-group and still be in a Not ready state, so use this report to confirm presence, then check the live agent view to confirm availability. The two together give you the full picture in about ten seconds. A queue with five people logged in but all of them on long calls will still let new callers wait, so presence is only half the answer.

Why an agent might not appear

If you expect to see someone and do not, there are two usual causes. Either they are logged into a Campaign that does not have this in-group in its allowed list, or they logged in but never selected this in-group on the green session screen. Both are easy to miss and both leave a queue uncovered. A quick look at this report at the start of each shift catches the gap before any caller does. It is the kind of thirty-second habit that prevents the worst sort of surprise, the one where a published number rings into an empty room.

Use this report as your early-warning system and the Inbound Group Report as your after-the-fact scorecard. The first tells you who is here now; the second tells you whether they kept up. Both hang off the same in-group screen, and both are explained in context in the inbound call handling guide. Once your staffing is dialed in, a steady server keeps it that way — you can get a branded, managed VICIdial box from our pricing page in under a minute.