The operator's perspective.
On VICIdial, SIP, and call-center ops.
7-day free trial · Cancel anytime · Pay with card or USDT
Page 44
Operator writing, sorted newest first.
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 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.
How to read the VERM IVR Stats report
The VERM IVR Stats report shows the prompt paths your inbound calls followed and how many reached a queue versus hung up. Here is how to read every column.
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 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 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 Schedule Adherence report measures
The VERM Schedule Adherence per day sub-report counts how many distinct agents were logged in each day and what share of staffed agents each day held.
How to read the VERM Calls Per Hour report
The VERM Calls Per Hour report slices a day into 30-minute intervals so you can see exactly when call volume, wait time, and staffing peak across the working hours.
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.
VERM IVR traversal paths explained
A VERM IVR traversal path is the chain of menus and keypresses a call followed. Here is how to read those paths and use them to fix confusing prompts.
How to read the VERM Agents report
A plain walkthrough of the VERM Agents report in VICIdial - what each sub-report tells you about login time, pauses, answered calls, and how busy your agents really were.
VICIdial MIN SEC and MAX SEC: Gating Statuses by Call Length
The MIN SEC and MAX SEC fields decide whether an agent can pick a given status based on how long the call ran.
VICIdial Whiteboard Floor Performance Tickers Explained
The Floor Performance ticker reports draw cumulative sales and time-elapsed conversion as a running line, with an optional target line for the floor to chase.
How to Read the VICIdial All Campaigns Summary Report
One page, every active campaign, no per-agent noise. Read the All Campaigns Summary at a glance and click any campaign to drill into its Real-Time report.
Show Status Category Counts on the Real-Time Report
How to surface up to four Status Category disposition counts below the LEADS IN HOPPER line on the VICIdial Real-Time Main Report.
MONITOR vs BARGE vs WHISPER in VICIdial Explained
Three monitor modes, three audiences. Learn when to use MONITOR to listen, BARGE to join both sides, and WHISPER to coach the agent only.
How VICIdial Dispositions Decide Lead Recycling
The DNC, Not Interested, Unworkable, and Completed flags take a lead out of rotation; everything else stays callable and can recycle back into dialing.
What Are VICIdial Status Groups and Why Use Them
Status Groups let you override a campaign's dispositions for calls placed within a specific list or handled by a specific in-group.
VICIdial Status Category Realtime Display Explained
The Realtime Display flag turns a status category into one of up to four live counts shown below the LEADS IN HOPPER line on the VICIdial Real-Time report.
Not Interested vs Unworkable Flags in VICIdial
Both flags stop a lead being dialed, but Not Interested keeps it off DNC lists while Unworkable means the lead is simply not viable.
What the DNC Flag on a VICIdial Status Actually Does
The DNC flag on a status marks a lead do-not-call, counts it in DNC totals, and can push it onto your DNC lists depending on campaign settings.
How to Set Up Live Audio Monitoring in VICIdial
Listen to live agent calls from the Real-Time report. Pick a monitor mode, enter the phone you'll listen from, and click an agent's LISTEN link.
What Are VICIdial System Status Categories?
Status categories group several VICIdial statuses so you can run statistical analysis on the bunch and surface up to 4 live counts on the Real-Time report.