The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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 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.
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 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 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.
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 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.
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 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.
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.
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 use the Export Calls Report
The Export Calls Report pulls one tab-delimited row per call from your VICIdial logs, so you can analyze call activity outside the dialer.
How to read the Called Counts List IDs Report
The Called Counts List IDs Report shows a called-count breakdown by status for one or more lists, optionally within a date range.
What a fronter and a closer are in VICIdial
A fronter qualifies and transfers the call through an in-group using Local Closer; the closer receives that transfer and works the sale.
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 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 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.
What System Release calls are on the interval report
System Release calls are dials the dialer ends on its own before any agent picks up, counted as their own line on the Outbound Summary Interval Report.
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.
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.
How survey point totals are calculated on the Callmenu Survey Report
TOTAL POINTS on the CallMenu Survey Report is simply the sum of the numeric values for every survey prompt a caller reached on the call.
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 read the Fronter-Closer Report
The Fronter-Closer Report shows fronter stats on top and closer stats below, including transfers, sales, and the closer conversion percentage.