What the VERM enhanced reporting module is

VERM is VICIdial's Enhanced Reporting Module: an all-in-one reporting interface that brings real-time, call-handling, and agent reports together in one place. Most of what VERM shows you already exists somewhere in the standard built-in reports, but VERM stitches it into a single integrated view and visualizes it differently, so you stop hopping between a dozen separate pages to understand a day's activity.

Queues are the foundation

Everything in VERM hangs off a queue. A queue is a named collection of one or more campaigns and ingroups that you want to report on together. You create and edit queues in the administrator section, and only users with the right privileges can manage them. Once a queue exists, every report you run inside VERM scopes itself to the Campaign and Ingroup elements in that queue, so a queue is essentially your reporting boundary.

Because a queue can mix campaigns and ingroups, it can cover both outbound dialing and inbound Call queue traffic at once. That matters later, because some numbers — wait time in particular — only exist for the inbound side.

Three report types

From the VERM front page you pick one of three report types before you run anything:

• All reports — shows every report section VERM offers. This is the full picture.
• Quick agents reports — limits the output to five agent-focused sections: ANSWERED, ANSWERED DETAILS, AGENTS, AGENT DETAILS, and OUTCOMES.
• Quick reports — generates two sections, STATS and CALLS, that combine specific sub-reports drawn from the other sections.

You can also point the Agent Report dropdown at a single Agent to run All reports for just that person within the selected queue and date interval. The front page additionally links out to the wallboard, the real-time report, a custom report form with far more parameters, and the admin settings pages for users and queues.

How a VERM session flows

flowchart TD
  A[Open VERM front page] --> B[Select a queue]
  B --> C{Pick report type}
  C -->|All reports| D[Every section]
  C -->|Quick agents reports| E[Five agent sections]
  C -->|Quick reports| F[STATS and CALLS]
  B --> G[Optional pick one agent]
  G --> D
  D --> H[Choose date interval]
  E --> H
  F --> H
  H --> I[Report renders]

Once the report renders, VERM gives you the same kinds of stats you would chase down individually elsewhere — answer rates, call lengths, per-agent breakdowns — but rolled up against your chosen queue and date range. It pairs well with the live views; if you want the up-to-the-second side, the real-time report covers that, and our walkthrough in the real-time main report guide explains how the two complement each other.

If you are new to VICIdial reporting overall, start with our reports overview, then come back here once you understand the standard reports that VERM consolidates. VICIfast ships VICIdial with VERM ready to run on a branded subdomain over HTTPS in under 40 seconds — pick a plan on our pricing page and you bring your own carrier.