The VICIdial User Stats page explained

The User Stats page is the single richest view of one person in VICIdial. Pick a date range, submit, and you get every kind of activity that agent performed in that window — calls, logins, timeclock punches, pause-by-pause activity, and recordings — all on one scrolling page. It is where managers go to answer "what did this person actually do yesterday," and it is the second of two places you can edit a timeclock record.

Start with the date range

Everything below the top of the page obeys the date filter, so set it first. The date fields default to today. There is also a Call Status filter, blank by default, that narrows the call logs to one Status (lead status) when you enter one, plus a Search Archived Data checkbox for systems that move old logs into archives. Set your window, click submit, and the page redraws every section for that range.

flowchart TD
  A[Set date range and submit] --> B[Agent Talk Time and Status]
  A --> C[Login and Logout events]
  A --> D[Timeclock punch log]
  A --> E[Agent Activity by pause]
  A --> F[Outbound and Inbound calls]
  A --> G[Recordings]

Talk time and status

The Agent Talk Time and Status section totals the calls this Agent handled, broken down by the status assigned to each, with counts and durations for inbound and outbound. One caveat: these totals come from call-log data, not the agent activity log, so the durations here may not match the activity numbers further down the page. They measure slightly different things, and that is expected.

Login and logout events

The Agent Login and Logout Time section lists every time the agent entered or left the agent screen in the window. Each row carries the EVENT, the DATE, the CAMPAIGN, the User group, the SESSION ID, the HOURS, the SERVER IP, and the PHONE account. If a manager force-logged-out the agent, the logout row shows that manager's user ID. A separate Webserver and URL Logins section records which web server and login URL the agent used.

The timeclock punch log

The Timeclock Login and Logout Time section is the punch log — the record of when the agent clocked in and out for the day, separate from logging into the agent screen. Each row shows an ID EDIT number, the EVENT, the DATE, the IP ADDRESS, the GROUP, and the HOURS of that timeclock session. If you are a manager with timeclock-edit permission, the ID is a clickable link that opens the edit screen for that punch. A star next to an ID means the record was edited or was a system-forced logout, so you can always spot a touched punch at a glance.

This is the second of the two places you can change a timeclock record; the first is the User Status page, covered in our guide to forcing a clock in or out. The click-to-edit flow itself has its own walkthrough in how to edit a timeclock record on User Stats.

Activity, pause by pause

The Agent Activity section is the most granular view on the page. Every record starts with a PAUSE action, and the row breaks the time after it into buckets: PAUSE (seconds idle), WAIT (seconds waiting for a call, or ring time on a manual-dial call), TALK (seconds in the talking state), DISPO (seconds on the disposition screen), DEAD (seconds still in talk state after the customer hung up), and CUSTOMER (seconds actually speaking to the customer). Each record also shows the STATUS, the LEAD, the call TYPE, the campaign, and the Pause code selected for that segment. Reading these rows is how you tell productive time from idle time without guessing.

Calls and recordings

Below the activity log sit the call lists. Outbound Calls covers manual-dial and auto-dial calls placed, each with its date-time, length, status, phone number, campaign, group, list, and a clickable Lead ID. Inbound Closer Calls does the same for inbound and transferred calls, adding the in-group, the customer WAIT time, and the AGENT talk time. Closer In-Group Selection logs show which in-groups the agent was set to receive. Finally, the Recordings section lists every recording in the window with its lead, date-time, length, recording ID, filename, and a LOCATION link to play or download the audio.

Taken together, these sections let one manager reconstruct a full day for one person without leaving the page. Talk time tells you volume, activity tells you how time was spent, the timeclock tells you when they were on the clock, and recordings let you hear the calls. To slice the same data across a whole team, see how to view activity by campaign, user, and list. For the wider operations picture, start at the scheduled callbacks and timeclock overview.

All of this reporting ships with VICIdial out of the box. If you would rather not run the server yourself, VICIfast provisions a hardened, branded VICIdial with the full User Stats and timeclock toolset in under 40 seconds — see our pricing for what each plan includes.