What the VICIdial Real-Time Agent Colors Mean

On the VICIdial Real-Time Main Report, every logged-in agent gets a row, and that row is colored by what the agent is doing right now. Once the colors click, you can scan a floor of 50 agents in two seconds and know exactly where the work is sitting. You stop reading numbers and start reading the wall of color, which is the whole point of a real-time screen. Here is what each one means and how to use it during a live shift.

The five agent colors

Each color maps to one state of an Agent:

• Yellow: the agent is paused and not taking calls.
• Blue: the agent is waiting for a call. On a predictive campaign this should be brief.
• White: the agent is on a call.
• Purple: the agent is on a call (a second on-call shade).
• Black: the agent is still on the call screen, but the customer has hung up.

White and purple both mean a live call, so do not read the difference as two different problems. The takeaway is the same: that agent is talking to someone, leave them alone. Yellow and black are the two states that usually warrant a look, because a paused agent is not producing and a black row is an agent who has finished the conversation but has not yet wrapped and freed themselves for the next call. Blue is the one you read in aggregate rather than per-agent, since one waiting agent is fine but a screen full of waiting agents is a pacing signal.

Why the colors darken

The shade is not fixed. Every color gets darker the longer an agent stays in that state. A faintly yellow row is a fresh pause; a deep yellow row is someone who has been paused for a long time. A darkening blue row across many agents means they are all sitting in the waiting Status (lead status) without getting connected, which usually points at a supply or pacing problem rather than the agents themselves.

That darkening is the report's way of letting you triage at a glance. You do not have to read times or hover over a row; you scan for the dark cells and start there. A dark white or purple row means a long call that may need a supervisor's ear. A dark black row means an agent has been parked on a dead call for a while and probably needs a nudge to disposition and move on. The shade carries the urgency so you do not have to compute it.

stateDiagram-v2
  [*] --> Paused
  Paused: Paused (yellow)
  Waiting: Waiting (blue)
  OnCall: On a call (white or purple)
  CustomerHungUp: Customer hung up (black)
  Paused --> Waiting
  Waiting --> OnCall
  OnCall --> CustomerHungUp
  CustomerHungUp --> Waiting
  OnCall --> Paused

Reading colors with the counters

Pair the agent colors with the counters above them. If you see a wall of dark blue (agents waiting) while calls-waiting is low, the dialer is not feeding fast enough for this Campaign and you may need a higher [[dial-level]] or more leads in the Hopper. A mostly black floor at end of shift is normal as agents wrap. The colors are a fast read, but they are most useful in context. For the full screen tour, see how to read the Real-Time Main Report, and for the wider report picture our reports overview ties it together.

Watch your floor live

Color-coded agent rows are only useful on a dialer that is up and pacing correctly. VICIfast provisions a managed VICIdial server in under 40 seconds so the colors are live from your first login. See our pricing to get started.