The operator's perspective.
On VICIdial, SIP, and call-center ops.
7-day free trial · Cancel anytime · Pay with card, PayPal, or USDT
Page 41
Operator writing, sorted newest first.
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.
What shrinkage is and how to spot it in VICIdial reports
Shrinkage is the gap between paid hours and hours actually spent handling calls. Here is how to estimate it from VICIdial timeclock and pause data.
How to read the Team Performance Detail Report
The Team Performance Detail Report rolls every agent into their user group so you can compare whole teams on calls, sales, and contact ratio.
What wrap time is and how VICIdial estimates it
Wrap time is the after-call work an agent does before taking the next call. Here is what it covers and how VICIdial estimates it on the inbound report.
How to read the Agent Inbound Status Summary Report
This inbound-only report tallies the statuses each agent picked and adds a percentage next to every one, so you can compare habits.
What dead time is and why it inflates talk time
Dead time is the part of a call after the customer hangs up, and it quietly pads agent talk time unless you subtract it.
How to read the Performance Comparison Report
The Performance Comparison Report lines up calls, sales, and sales conversion across today, yesterday, and several prior days so trends jump out.
How to read the User Group Timeclock Status Report
A live, current-day report showing by user group who is logged into the timeclock and the agent interface, so managers can fix shift logins at a glance.
What a list pass is and why it matters
A list pass is one full cycle through a list's leads; the number of passes tells you how hard you've worked the data and how penetrated it is.
How to read the Agent Time Detail Report
The Agent Time Detail Report breaks an agent's logged-in time into wait, talk, dispo, and pause buckets so you can compare how time is spent.
Export Calls vs Export Leads: which one to use
Export Calls gives you one row per dial from the call logs; Export Leads gives you one row per contact. Here is how to pick the right one.
How to read the Outbound IVR Report
The Outbound IVR Report breaks survey-campaign calls down by the path each caller took through your call menu, with totals, drops, and timing per route.
How to read the Inbound Email Report
The Inbound Email Report summarizes how many emails your groups handled, how long they took, and how quickly agents answered them.
How to read the Email Log Report
The Email Log Report lists individual emails for a date range, showing what was received, viewed, or answered and by which agent.
How to read the Dialer Inventory Report
The Dialer Inventory Report shows how many leads are loaded and how many are still dialable across your lists and campaigns right now.
How to read the Lists Campaign Statuses Report
The Lists Campaign Statuses Report gives a per-list breakdown of lead statuses within a campaign, from total leads down to each status flag.
How to find your best lead source in VICIdial
Use the Outbound Lead Source Report to compare source_id performance and spot which feed actually converts before you spend more on it.
How to read the Outbound Lead Source Report
The Outbound Lead Source Report breaks down call counts and statuses by source_id or vendor_lead_code across every list in a campaign.
What lead penetration means on the Dialer Inventory Report
Lead penetration tells you how deeply a list has been worked, comparing how many leads you have dialed against how many remain callable.
How to read the Inbound Chat Report
The Inbound Chat Report summarizes chats handled, average handle time, and queue time for one or more chat groups over a date range.
How to read the Fronter-Closer Detail Report
The Fronter-Closer Detail Report lists every transfer from fronter to closer with FRONTER STATS and CLOSER STATS columns per agent.
How to read the Lists Pass Report
The Lists Pass Report breaks down dial and contact stats for each pass through a list, so you can see whether reworking leads is still paying off.
What WAIT, TALK, DISPO, and DEAD time mean on the Agent Time Detail Report
WAIT, TALK, DISPO, DEAD, CUSTOMER, and CONNECTED each measure a slice of an agent's time. Here is exactly what each column counts.
How to export Outbound IVR call data
The Outbound IVR Export Report pulls the call-level detail behind your IVR campaigns, including the exact responses callers selected in the menu.