The complete guide to VICIdial reports and what each tells you

VICIdial keeps a running record of nearly everything that happens on your dialer, and it exposes that record through a stack of reports. Some refresh live and tell you what is happening right now. Others summarize a date range so you can see how a campaign or an agent performed yesterday, last week, or last quarter. If you have ever opened the REPORTS link and felt lost, this guide walks through each report family, what it shows, and when to reach for it.

The aim here is the map, not the territory. Each section links out to a focused walkthrough so you can drill into the one report you actually need without reading all of them.

The Stats and Reports landing page

Everything starts at the REPORTS link, far left at the top of the admin.php menu bar. That click drops you on the Stats and Reports page, a long index of links grouped by purpose. The first set are System-Wide reports, which on a multi-server setup combine activity across every server into one view. Most of these come in two display flavors: TEXT, which is fixed-width ASCII output, and HTML, which renders the same numbers more readably. You can set the default for your whole system under Admin, System Settings, Report Default Format.

Two other landing-page details are worth knowing early. Most reports carry a Search archived data option, which lets you run a report against older records that have already been rolled into your archive tables. And if a stock report does not give you what you need, the Custom Report Admin page (linked from Admin Utilities at the bottom of the screen) lets you add your own report definitions to this same index.

The Real-Time Main Report, the screen you live in

If there is one report a floor manager keeps open all day, it is the Real-Time Main Report per campaign, often just called the Real-time report. You reach it from the Stats and Reports page or straight from the top of any campaign modification page. By default it refreshes every 40 seconds, and you can change that interval from the Choose Report Display Options link at the top of the screen.

The top block is a dense status header for the Campaign you are viewing. It shows the current dial level, the statuses being dialed, the order leads are dialed in, and any lead filter that is active. It shows the configured hopper level alongside the number of leads sitting in the Hopper right now, and the total dialable leads in the database under the campaign's criteria. Then come the counts that matter most: calls placed (or taken) today, dropped calls today, answered calls today, and the drop percentage out of those answered calls.

That dial level is the heart of pacing on a Predictive dialing campaign — it is how many lines VICIdial opens per available agent. The full read on it lives in our guide to how to read the Real-Time Main Report, which walks the header line by line.

One pair of header numbers confuses almost everyone the first time: TRUNK SHORT/FILL. The SHORT number (the first one) counts calls the dialer could not place because there were not enough lines available on the servers dialing this campaign. The FILL number counts lines on other dialers being borrowed to make up that shortfall. If you are seeing high SHORT values your capacity is pinched — and we unpack exactly that in what TRUNK SHORT/FILL means.

Below the header is the live activity row: the number of live calls being placed, the number of agents on calls, the number waiting for a call, and the number paused. The calls-waiting and agents-waiting figures turn red and blue respectively when they climb above zero, and they darken as the number grows, so a glance tells you whether the campaign is starved or overrun.

Agent color codes on the live grid

Under those totals is the list of every agent logged into the campaign, each row color-coded by the agent's current state. Yellow means paused, blue means waiting for a call, white means on a call, purple means on a call as well (a different connected state), and black means the agent is still on the call screen but the customer has already hung up. Like the waiting counters, these colors darken the longer an agent sits in one state, which makes a stuck or idle Agent jump out visually.

Reading the grid at a glance is a skill of its own. Our breakdown of what the agent colors mean covers each shade and what action, if any, it should prompt from you.

sequenceDiagram
  participant B as Browser
  participant A as admin.php
  participant D as Database
  B->>A: Open Real-Time report
  A->>D: Query campaign + agent stats
  D-->>A: Counts, statuses, agent states
  A-->>B: Render header + live grid
  Note over B: Wait refresh interval (40s default)
  B->>A: Auto-refresh request
  A->>D: Re-query current numbers
  D-->>A: Updated stats
  A-->>B: Re-render with fresh data

Choose Report Display Options

The Choose Report Display Options link opens a panel that reshapes the whole report. The inbound option is the big one: set it to NO and the report ignores inbound calls entirely; YES folds in inbound calls for the campaign's allowed in-groups; ONLY shows nothing but inbound calls into those in-groups, at which point the header itself changes to expose inbound-only stats like average hold time.

Select Campaigns lets you view one campaign or, holding Ctrl, several at once — and when you stack campaigns the figures become combined totals or averages depending on the stat. Select User Groups does the same thing grouped by user group. Other toggles include Agent Time Stats (which surfaces time clock data), the Dialable Lead Alert (which flags any campaign with no leads loaded into its dial hopper), Show Ingroup Drop Row (which adds the Ingroup and total queue time for inbound calls), and a carrier hangup-code view for calls that ended in the last several minutes and hours.

The full panel deserves its own pass, which is why we wrote up how to change the report display options with each toggle explained.

Status category counts

An optional element on the Real-Time screen is a set of status-category counts. You can display up to four of these, sitting just below the LEADS IN HOPPER line, each one tallying the dispositions that fall into a category you define. It is the quickest way to watch a Disposition mix — sales, callbacks, no-answers — accumulate over the day without leaving the live screen.

Setting those four slots up is a small admin task with an outsized payoff for floor visibility; we cover it in how to show status category counts.

Changing in-groups without logging an agent out

The Real-Time report is not read-only. Click the plus sign on the left of any agent's USER column and a panel opens where you can change which in-groups that agent takes calls from, immediately, without making them log out. You pick one or more in-groups (Ctrl-click for several), then choose Add to append them, Remove to strip them, or Change to replace the agent's current selection wholesale.

The same panel carries a Blended toggle that enables or disables automatic outbound dialing for that agent when the campaign supports it, plus an option to set your selection as the agent's default in-groups going forward. To use any of this your own user account needs View Reports, API Access, Change Agent Campaign, and Modify Users all set to 1. The step-by-step is in how to change agent in-groups from the Real-Time report.

Worth saying up front: every report in this guide is part of stock VICIdial, and on a managed box you get all of it the moment your server comes up — no reporting module to install or wire in. See our plans for what each tier includes.

Live audio monitoring from the report

Also tucked into Choose Report Display Options is live audio monitoring. From the Monitor pulldown you pick MONITOR, BARGE, or WHISPER (if WHISPER is enabled on your system), enter the phone extension you will be listening from, and submit. Back on the report, each agent now sports a LISTEN link to the right of their name; clicking it rings your phone and drops you into a blind monitored session on that agent's call.

Those three modes are not the same thing. MONITOR is silent listen-in, BARGE joins the call so everyone hears you, and WHISPER lets you coach the agent without the customer hearing. The distinction matters enough that we split it across two pieces: the difference between MONITOR, BARGE, and WHISPER, and the practical setup for live audio monitoring, including listening from a mobile phone. This is the Call monitoring backbone for any QA program, with Whisper coaching layered on top for live training.

All Campaigns Summary

When you are running more than one campaign, watching each Real-Time report separately gets tedious. The All Campaigns Summary report solves that. It is essentially the top summary block of the Real-Time report for every active campaign on the system, stacked onto a single page without the per-agent grid or individual call detail. Each campaign name is a link straight to its own Real-Time report, and a Modify link next to it jumps to that campaign's modification page.

It is the natural starting point for a supervisor covering a whole floor: scan the summary, spot the campaign with a climbing drop count or an empty hopper, then click in. We walk the full layout in how to read the All Campaigns Summary report. Keeping an eye on your Drop rate across campaigns here, rather than per-screen, is the fastest way to catch a compliance problem before it grows.

The Whiteboard wallboard report

The Real-Time Whiteboard report is built for the screen on the wall. It renders a chosen report as a large graph with the relevant statistics printed alongside, and refreshes on a set interval, which makes it ideal for an overhead projection or a TV in the room. A nice touch: when you select a report type, the report options relevant to that type — campaigns, status flags, and so on — highlight in red so you know which parameters to fill in.

The Report Type dropdown is where the variety lives. You can show Disposition Totals, Agent Performance Totals or Rates, Team Performance Totals or Rates (teams being user groups), Ingroup Performance Totals or Rates, and DID Performance Totals or Rates. Totals reports plot raw call and sales counts; Rates reports plot conversion rates over the chosen window. Selecting specific campaigns alongside an ALL ingroup selection restricts that ALL to only the ingroups under those campaigns, and specific campaign selection also limits which statuses get counted when status flags are in play.

You scope each report with a Start date/time, or instead a Show results for the past X hours field that gives you a rolling window. A Target per unit value draws a horizontal target line across whatever unit the report is about — users, user groups, ingroups, or DIDs. For a tour of every report type and how to read the Whiteboard report, see what the Whiteboard report shows, and for getting it onto a wall display, how to set up the Whiteboard wallboard.

Floor Performance tickers

Two Whiteboard report types deserve their own mention because they behave differently from the rest. Floor Performance Totals (ticker) draws a cumulative running total of sales as a ticker-style line graph, with an option to overlay a target gross-sales line. Floor Performance Rates (ticker) does the same for time-elapsed conversion, plotting the rate as it moves through the day against a target conversion line. These are the displays that turn a sales floor competitive — the line climbs in real time and everyone watches it approach the target.

The Target gross sales field feeds those ticker overlays specifically. We cover the cumulative behavior, the target lines, and how to keep the ticker honest in the Floor Performance ticker explained.

Beyond live: the summary and export reports

Live reports answer what is happening now. The rest of the Stats and Reports page answers what happened over a span you choose. There are agent-performance summaries, disposition breakdowns, time-clock and login reports, and per-call detail logs, most of which export to CSV so you can pull them into a spreadsheet or your own warehouse. The enhanced reporting module, VERM, bundles many of these into a single interface organized around queues — collections of campaigns and ingroups — and turns the same underlying call logs into donut charts, bar graphs, and detailed call-by-call listings you can download.

VERM's Answered and Unanswered reports break calls down by agent, by queue, by direction, by DID, and by IVR path, and answered calls are counted as those whose log record carries a real user ID rather than the system's VDAD or VDCL placeholder. There are also IVR traversal, timing, and goals reports for anyone running call menus. The numbers there connect back to the same vocabulary the live screens use — your Trunk capacity, your Abandonment rate, and the dispositions your agents enter — so once you can read the Real-Time report, the historical reports read the same way, just over a longer window.

Where to go from here

That is the full report stack: a landing page that indexes everything, the Real-Time Main Report and its display options for the moment-to-moment view, the All Campaigns Summary for a whole floor at once, the Whiteboard and its Floor Performance tickers for the wall, and the summary and export reports for history. Pick the family that matches the question you are asking and follow the linked walkthrough into the detail.

All of it ships in stock VICIdial, and on a managed VICIfast server it is live the moment provisioning finishes — under 40 seconds from a paid order to a working dialer with every report ready to run. If you want a box that comes up reporting out of the box, see our pricing.