The operator's perspective.
On VICIdial, SIP, and call-center ops.
7-day free trial · Cancel anytime · Pay with card, PayPal, or USDT
Page 40
Operator writing, sorted newest first.
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 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 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 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 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 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.
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.
What the DNC/CI% column tells you about an agent
DNC/CI% is Do Not Call per human answers, a quick flag for agents removing far more leads from the pool than their peers.
How to read the Agent Status Detail Report
The Agent Status Detail Report tallies the statuses each agent picked, with no time columns, plus the handy DNC/CI% field.
What a good abandonment rate looks like and how it is measured
Abandonment rate is the share of inbound callers who hang up before an agent answers. Here is the formula and the exact VICIdial column that surfaces it.
What a good dials-per-hour looks like in VICIdial
Dials per hour measures how many calls your dialer places per agent hour. Here is how to read it in VICIdial and what drives a healthy number.
What a good conversion rate looks like in VICIdial
Conversion rate is sales divided by the people you actually reached. Here is how to read it in VICIdial and what counts as a healthy number.
How to read the Single Agent Daily Detail Report
The Single Agent Daily Detail Report shows one agent's dispositions per day across a date range, so you can see a pattern instead of one snapshot.
How to read the User Group Login Report
The User Group Login Report shows when each agent in a group first and last logged in, plus the campaign, server, phone, and browser they used.
What a good average talk time looks like and how it is measured
Average talk time is the time an agent spends on the line per call. Here is the formula, an honest range, and the exact VICIdial column that holds it.
What average speed of answer is and how to read it
Average speed of answer is how long inbound callers wait before an agent picks up. Here is the formula and the VICIdial column that holds it.
What occupancy is and how VICIdial calculates it
Occupancy measures how much of an agent's logged-in time was spent on calls. Here is the exact formula VICIdial uses and what a healthy number looks like.
What a good answer rate looks like and how VICIdial measures it
Your answer rate is the share of inbound calls an agent actually picked up. Here is the formula, an honest benchmark, and where VICIdial surfaces it.
How to read the User Timeclock Report
The User Timeclock Report totals clocked hours for one user or a whole user group, using only closed shifts that have a logout entry.
How to read the Agent Performance Detail Report
This report combines status counts with pause, wait, talk and dispo time for a full breakdown of an agent's shift on a campaign.
What a good contact rate looks like and how VICIdial computes it
Contact rate is the share of dialed leads that reach a live person. Here is the formula, an honest benchmark, and where VICIdial surfaces the inputs.
How to read the User Time Sheet
The User Time Sheet shows one agent's login, logout and call-summary times for a single day, the fast answer to where one person's hours went.
How to read the User Timeclock Detail Report
Queried by user group, this report lists every timeclock punch per agent alongside their total clocked time, the audit trail behind the hours total.
How to read the User Stats page
The User Stats page bundles a dozen per-agent reports into one screen so you can see talk time, logins, calls and pauses for any date range.