ViciAMD Agent Display: Show Machine Status to Agents

When a call clears answering machine detection (AMD (answering machine detection)) and reaches an agent, the agent usually starts blind. They have no idea what the detector thought of the call or how it opened. ViciAMD Agent Display changes that by putting the detection result and a short transcript of the customer side on the agent screen the moment the call routes in.

What the display shows

With the option enabled, the agent sees three things as soon as the call is routed to them:

• AMDSTATUS, the detector's verdict on the call, such as human or not-sure.
• AMDCAUSE, the short reason behind that verdict.
• A transcribed version of the customer side at the very start of the call, the opening words before the agent connected.

That last piece is the useful one. If the customer already said their name or a quick hello before the agent dropped in, the agent reads it and skips the awkward repeat. The status (Status (lead status)) and cause give the agent a heads-up about whether the engine was confident or guessing.

It only works with the ViciAMD type

This feature depends on the ViciAMD (ViciAMD) AMD type being selected on the campaign. ViciAMD is the engine that produces the transcript and the richer status and cause values the display reads from. If your campaign uses the plain built-in AMD application, the Agent Display setting has nothing to show, because standard AMD does not generate a transcript. So turning this on is really a two-step decision: pick ViciAMD as your AMD type first, then enable the display.

The setting is DISABLED by default. Flip it to enabled on the campaign's AMD screen once ViciAMD is in place.

How the data reaches the agent

sequenceDiagram
  participant C as Carrier
  participant D as Dialer
  participant V as ViciAMD
  participant A as Agent
  C->>D: Call answered
  D->>V: Run detection
  V->>D: AMDSTATUS AMDCAUSE transcript
  D->>A: Route call plus display data
  A->>C: Greet with context

When it earns its keep

The display is most valuable on campaigns where the opening seconds matter and where a not-sure verdict is common. If your route options send not-sure calls to agents, the agent can glance at the AMDCAUSE and decide fast whether they are talking to a person or a slow voicemail greeting. That cuts the time wasted on a borderline answering machine and lowers the odds of an agent treating a machine like a live human (Live answer).

It also gives supervisors a quick way to spot false positives (AMD false positive) in the wild. If agents keep seeing a human transcript on calls that AMDSTATUS flagged as a machine, that is a tuning signal worth acting on. The transcript is short by design, only the beginning of the call, so it adds context without dumping a full call recording on the screen.

What it does not do

The display is informational. It does not change how a call is routed, and it does not override your route options. A call that the engine sends to an agent still arrives at the agent the same way it would without the display; the agent simply gets the extra context on screen. So enabling it cannot, on its own, raise or lower how many machines reach your team. If you want to change which statuses go to agents, that is the job of the route options container, not this setting.

Keep in mind the transcript covers only the opening of the call before the agent connected. It is not a running transcript of the whole conversation, and it is not a substitute for call recording (Call recording). Treat it as a head start, not a full record.

There is also a small training benefit. New agents who can read the opening words tend to ramp faster, because they learn to recognize the difference between a real hello and a recorded greeting by comparing what they see on screen with what they hear. Over time that builds better instincts for borderline calls, which helps even on campaigns where the display is later turned off.

To understand how those statuses get assigned in the first place, read our AMD and CPD complete guide, and see how ViciAMD differs from plain AMD in ViciAMD vs standard AMD.

Want ViciAMD set up and tuned on a managed dialer? See VICIfast pricing and skip the engine wrangling.