What are VICIdial screen labels?

If the default field names on your agent screen do not match how your team actually works, screen labels are the fix. A screen label is a reusable template that lets you set different labels for the default agent screen fields on a per-campaign basis, so the same install can show one wording to a debt-collection Campaign and entirely different wording to an insurance one. It is one of the lowest-effort ways to make the agent interface feel built for the job.

What a screen label actually controls

Each screen label template carries a Label ID, a descriptive Label Name, an Active flag, and an Admin User Group that scopes who can view the record (the default is --ALL--, which lets any admin user see it). Once you submit those basics, the template expands to expose 19 field labels covering the standard lead fields the Agent sees: Title, First Name, Middle Initial, Last Name, Address1 through Address3, City, State, Province, Postal Code, Vendor Lead Code, Gender, Phone Number, Phone Code, Alt Phone, Security Phrase, Email, and Comments.

Each of those 19 fields defaults to empty, which simply uses the hard-coded names already baked into the interface. Type something in and that wording shows up both in the live agent screen and on the administrative modify-lead page. For the full picture of where this sits among scripts, colors, and languages, see the agent screen configuration guide.

How a label reaches the agent

flowchart LR
  A[Admin builds screen label] --> B[Set the 19 field labels]
  B --> C[Save template]
  C --> D[Open Campaign modification page]
  D --> E[Pick template in Agent Screen Labels pulldown]
  E --> F[Agent screen shows new field names]

Nothing changes on the agent screen until you assign the template. Assignment happens on the Campaign modification page, where every screen label template appears in a pulldown named Agent Screen Labels. Choose your template there and that campaign's agents immediately see the relabeled, hidden, or locked fields you defined.

More than just renaming

Screen labels do three jobs, not one. Typing wording into a field renames it. Typing ---HIDE--- removes both the label and the field from the screen. Typing ---READONLY--- shows the field but stops the agent editing it. Most fields also accept ---REQUIRED---, which forces the agent to populate that field on every call before they can hang up and disposition it, but that option only works when the campaign has Allow Required Fields enabled. There is also a Hide Label in Call Logs option: a field set to ---HIDE--- can still appear in agent call logs unless you set that to Y. So one template can simultaneously tidy, protect, and enforce data entry across the whole agent screen.

The main Screen Labels page lists each template by Label ID, Name, Active status, and Admin Group, with a Modify link to edit it. Inside a template you also get a Campaigns Using This Screen Label section that shows everywhere it is currently active, which is invaluable before you change a shared template and accidentally affect a Campaign you forgot about.

When to reach for them

Use screen labels when wording matters: relabel Comments to Account Notes, hide fields you never collect, or lock a Vendor Lead Code so an agent cannot overwrite it. Because the template is reusable, you build it once and attach it to as many campaigns as you like, much like you would reuse an Agent script across teams. One quirk worth knowing up front is that the old field name still appears in the web-based Lead loader, so your import mapping does not change just because the screen wording did. If you also work with call scripting, the same per-campaign thinking applies in how to assign a script to a campaign.

Screen labels are a small setting with an outsized effect on how usable your agent screen feels. If you would rather skip the setup and run a tuned VICIdial stack from day one, take a look at VICIfast pricing.