The operator's perspective.
On VICIdial, SIP, and call-center ops.
7-day free trial · Cancel anytime · Pay with card, PayPal, or USDT
Page 44
Operator writing, sorted newest first.
How to read the VERM Unanswered report
The VERM Unanswered report isolates calls that never reached an agent. Here is how to read each sub-report so you know what is actually being lost.
How to build a reporting queue in VERM
A VERM queue is a named bundle of campaigns and ingroups you report on together. Here is how to build one and why your queue scope decides every number.
What the VERM Agent Sessions View shows
The VERM Agent Sessions View is the comprehensive per-agent breakdown — login, talk, idle, wait, billable pause, call counts, conversion rates, and average talk time.
How to read the VERM Answered report
The VERM Answered report breaks down processed calls into answered and unanswered, then details call length, wait time, position, and per-agent activity.
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 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 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.
How to read the VERM Area Code report
The VERM Area Code report breaks answered and unanswered calls down by area code, with a tunable digit-length parameter. Here is how to read and configure it.
The VERM disconnections sub-report explained
The VERM disconnections sub-report breaks answered calls down by why they ended. Here is how to read the counts, percentages, and charts.
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 Calls Per Day report
The VERM Calls Per Day report breaks answered and unanswered calls down by calendar date so you can spot which days carried the most volume and the longest waits.
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.
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.
System Statuses vs Campaign Statuses in VICIdial
System statuses apply everywhere; campaign and group statuses are scoped. Here is how VICIdial decides which set an agent sees.
The Callback Flag: Turning Any VICIdial Status Into a Callback
Set Callback=Y on a VICIdial status and it becomes a callback type, popping a calendar and prompting the agent for a date and time.
How to Set Up a VICIdial Whiteboard Wallboard Display
Turn a TV or projector into a live VICIdial wallboard: pick a report type, watch the right options turn red, set the refresh interval, and project it.
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.
What the VICIdial Real-Time Agent Colors Mean
Yellow, blue, white, purple, black: the agent state colors on the VICIdial Real-Time Main Report and why they darken over time.
How to Change the Real-Time Report Display Options
The Choose Report Display Options panel in VICIdial: refresh rate, inbound NO/YES/ONLY, campaign and user-group selectors, and the extra toggles.
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.
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.
Change an Agent's In-Groups Live From the Real-Time Report
Reassign which inbound queues an agent takes without logging them out. Use the + on the USER column to Add, Remove, or Change in-groups live.
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.
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.