The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to Read the Inbound Forecasting Report in VICIdial
The Inbound Forecasting Report projects your hourly call volume and tells you how many agents you need to hit a target drop rate. Here is how to read every column.
What No-Answer (NA) Calls Mean on the Outbound Report
The No-Answer (NA) total on the VICIdial outbound report counts calls that never reached a person. Here is what it includes and why the rate climbs.
How to Read the VERM Outcome Statuses Report in VICIdial
A plain walkthrough of the VERM Outcome Statuses report: how it breaks calls down by their final disposition and what each status count actually tells you.
How to Read the VERM Call Detail Report in VICIdial
Understand the VERM Call Detail report: the per-call fields it shows, the IVR events panel, and how to drill from a status into one single call.
What Is Queue Time on VICIdial Inbound Calls?
Queue time and hold time on VICIdial inbound calls: what they measure, why they matter, and exactly where they appear in the Inbound Report.
Lost, Routed, and Transfers on the Inbound DID Report
The LOST, ROUTED, and TRANSFERS columns on the VICIdial Inbound DID Report each count a different fate for a call. Here is exactly what each one means and why they differ.
How to Read the VICIdial Inbound DID Report
A plain-English walk through the Inbound DID Report: per-DID call counts, the current route for each number, and the day-by-day and 15-minute activity views.
How to Read the Inbound Service Level Report in VICIdial
Learn how the VICIdial Inbound/Closer Service Level Report shows the X-second answer threshold, percent answered within target, and hold-time breakdowns.
How to Read the VICIdial Outbound Calling Report
A plain walkthrough of the VICIdial Outbound Calling Report: dialed calls, drops, no-answers, hangups, dispositions, lists, and the time graph.
How to Run a Custom Report in VICIdial's VERM Module
Build and run a VERM custom report in VICIdial: pick a queue and report type, set the date range, apply filters, and export the results to CSV.
VICIdial Pricing & True Cost in 2026: The Complete Breakdown
VICIdial is free, open-source software — but running it isn't. Here's the honest 2026 breakdown of what VICIdial really costs: self-hosting vs managed hosting, per-agent vs per-server pricing, SIP minutes, and the hidden line items most pricing pages skip.
What the VERM IVR Goals report shows
The VERM IVR Goals report lists every goal calls reached and the exact path used to get there, with call-length stats. Here is how to read it.
What the VERM Sales Per Day report shows
The VERM Sales Per Day report ties each date's sale count to the human-answered and customer-contact calls behind it, so you see daily close rate, not just raw sales.
What the VERM parked-calls-by-agent report shows
The VERM parked-calls-by-agent report counts how often each agent parks calls, drawn from the park_log table. Here is how to read it.
What the VERM Inclusive SLA report shows
The VERM Inclusive SLA per day sub-report buckets answered calls by wait-second intervals and shows the share answered within each band, per day.
What the VERM Agent Pause Detail report shows
The VERM Agent Pause Detail report breaks down sessions and pauses per agent — how often they paused, average pause length, and the share of session time spent paused.
What the VERM transfers sub-report shows
The VERM transfers sub-report breaks transfers down per in-group. Here is how to read the counts and percentages and what they tell you about routing.
How to read the VERM Agent Occupancy report
The VERM Agent Occupancy report shows how busy agents were — total talk time divided by session time minus pause time, plus the billable and non-billable pause split.
What the VERM ACD Attempts report shows
The VERM ACD Attempts report breaks calls to and from agents down by campaign, ingroup, and queue, with lost and taken counts and ring-time stats.
How VERM decides a call was answered or unanswered
VERM counts a call answered when its log user id is anything other than VDAD or VDCL. Those two system ids mean no human took the call, so it counts as unanswered.
What the VERM Agent Session Detail report shows
The VERM Agent Session Detail report summarises how many distinct agents logged in over a date range, plus the average, shortest, and longest session lengths.
What the VERM enhanced reporting module is
VERM is VICIdial's all-in-one reporting interface that pulls real-time, call-handling, and agent reports into one place built around queues you define.
How to read the VERM Calls by Day of Week report
The VERM Calls by Day of Week report rolls every call onto the seven weekdays so you can see whether Mondays really are busier and Fridays really do answer slower.
The difference between VERM All Reports, Quick Reports, and Quick Agent Reports
VERM offers three report types. All Reports shows everything, Quick Agent Reports limits to five agent sections, and Quick Reports condenses to STATS and CALLS.