The operator's perspective.
On VICIdial, SIP, and call-center ops.
7-day free trial · Cancel anytime · Pay with card or USDT
Page 39
Operator writing, sorted newest first.
How to read the Webserver-URL Report on a multi-server setup
The Webserver-URL Report bundles three logs that show which web server an agent hit and which page version they got on a cluster.
Hopper empty errors: what they mean and how to clear them
An empty dial hopper means no leads queued for agents. Check list status, call times, recycling and time zone to refill it.
Why agents get logged out with a LAGGED message and how to fix it
A LAGGED message means the agent screen's heartbeat to the dialer fell behind. Here's how to confirm it in the LAGGED reports and what to change.
How to read the User Group Login Report to confirm where an agent logged in
Use the User Group Login Report to confirm an agent's most recent login: campaign, server IP, computer IP, extension, and phone login.
How to read the 3-Way Press Log Report and what each result means
Decode every row of the 3-Way Press Log Report, from Started to Transfer, and tell a clean handoff from a failed one at a glance.
How to read SIP hangup causes and translate them into plain English
The Dial Log Report groups calls by SIP hangup cause code and reason. Here is what the common codes really mean for your list and carrier.
How to read the Agent Debug Log Report to trace one agent's session
The Agent Debug Log Report records nearly every button click and back-end call for one agent session, so you can replay exactly what their screen did.
How to read the Agent Parked Call Report to see hold-time drops
The Agent Parked Call Report shows parked calls by agent and timeframe for one day, the average time on hold, and how many callers dropped while waiting.
How to read the Latency Gaps Report and what a gap actually means
A latency gap is a missing stretch of latency log entries while an agent was supposed to be logged in. Here's how the Latency Gaps Report reveals session trouble.
How to read the URL Log Report to debug webhook and webform calls
The URL Log Report records every URL VICIdial requested - dispo call URLs and WEBFORM clicks. Here's how to read it to find why a webhook or webform failed.
How to read the Real-Time Monitoring Log Report to see who listened in
The Real-Time Monitoring Log Report shows which manager monitored which agent, when, for how long, and what kind of session it was.
How to read the Caller ID Log Report to see which CIDs you've burned
The Caller ID Log Report breaks calls down by the caller IDs a campaign used, so you can see which numbers are burned and rotate them before they go spammy.
How to read the Carrier Log Report when calls aren't going out
When calls won't connect, the Carrier Log Report shows every dial attempt and the response code the carrier returned. Here is how to read and download it.
How VICIdial decides a call counts as a sale
VICIdial counts a call as a sale based on one setting on the call status: the Sale attribute. Here is how it works and where it shows up in reports.
The VICIdial troubleshooting playbook: where to start when something breaks
A symptom-first guide that routes you from what's broken - dead dials, false answers, slow agent screens, drops on hold - to the exact VICIdial report that holds the answer.
Human answered vs customer contact: what the difference means in reports
VICIdial reports lean on two status flags: human answered and customer contact. They sound similar but measure different things. Here is the difference.
TEXT vs HTML report format: which to pick
VICIdial reports come in TEXT and HTML formats. Here is the practical difference and when to pick each, plus where to set your default.
How to read the API Log Report when an integration stops working
The API Log Report shows API entries for a date and time range, filterable by API User, Agent User, Function, and Result, so you can find why an integration broke.
How to read the AMD Log Report when answering-machine detection looks wrong
The AMD Log Report shows the result of answering-machine detection on each placed call. Here is how to read it and tell real misfires from carrier noise.
How to read the Agent LAGGED Report to find which dialer is struggling
The Agent LAGGED Report pins lag to a specific dialer and lists every lagged event by user, campaign, and time. Here's how to read both halves.
How to read the Hangup Cause Report and find why calls drop
The Hangup Cause Report shows the carrier hangup causes for all outbound calls. Here is how to filter it to specific causes and find why calls drop.
How to read the Dial Log Report and what the SIP codes mean
The Dial Log Report groups every placed call by its SIP response code. Here is how to read each column and turn a wall of codes into a real diagnosis.
How to read the SIP Event Report and spot false answers
The SIP Event Report sorts SIP messages by ring-time and other criteria. Here is how to enable it and use it to catch false answer supervision.
What sales-per-hour means and how VICIdial computes it
Sales-per-hour in VICIdial is sales divided by talk time, but one report divides by system time instead. Here is how to read both.