The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
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.
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.
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 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 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.
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 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.
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 VICIdial Agent DID Report
The Agent DID Report shows which agents handled calls from which inbound numbers. Here is how to read the per-agent, per-DID breakdown and what it tells you.
What Is an Erlang? VICIdial Forecasting Explained Simply
An Erlang is a unit of telephone traffic equal to one line busy for one hour. Here is a plain-English definition with a simple call-center example.
How to Read the Outbound Summary Interval Report
The VICIdial Outbound Summary Interval Report breaks the day into 15, 30, or 60-minute slices so you can spot time-of-day patterns in volume and outcomes.
How to Read the VICIdial Inbound Report
A plain-English walkthrough of every section of the VICIdial Inbound Report, from queue time to agent and in-group performance.
How to Find How Many Agents You Need in VICIdial
Use VICIdial's forecasting report to size your agent pool for a target service level. Here is the step-by-step from call history to a staffing plan.
How to Read the VICIdial Inbound Report by DID
The Inbound Report by DID broken down per inbound number: what calls, drops, IVR transfers, and agent stats tell you about each DID.
Calls Offered vs Answered vs Abandoned in VICIdial
The three core inbound counts in VICIdial defined plainly, how they relate, and how abandon rate is calculated from them.
How to Read the VICIdial Inbound Summary Hourly Report
The VICIdial Inbound Summary Hourly Report breaks call volume and outcomes down by the hour so you can spot peak periods and staff for them.
How to Read the VICIdial Inbound IVR / Callmenu Report
The Inbound IVR / Callmenu Report shows the paths callers took through your call menus and where they ended up. Here is how to read each path, drop count, and timing column.
What Is Grade of Service (GoS) in VICIdial?
Grade of Service is the probability a call is dropped before an agent answers. Learn what GoS means in VICIdial and how it drives your staffing.
How to Read the Advanced Forecasting Report in VICIdial
The Advanced Forecasting Report adds Erlang C wait-time math and cost and revenue analysis on top of the basic version. Here is what is different.
How to Read the VICIdial Inbound DID Summary Report
The Inbound DID Summary Report rolls each phone number up into call counts, total minutes, and its current route. Here is how to read the per-DID summary view.
Erlang B vs Erlang C in VICIdial Forecasting
Erlang B clears blocked calls, Erlang C queues them. Learn the difference and when each model fits an inbound or outbound VICIdial dialer.
How to Read the VICIdial Inbound Daily Report
The VICIdial Inbound Daily Report shows day-by-day inbound totals next to week, month, and quarter figures so trends are easy to read.
VICIdial Outbound Report Sections Explained
Each section of the VICIdial outbound report answers one question. Here is what dials, drops, no-answers, hangups, dispositions, and lists each tell you.