The operator's perspective.
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Operator writing, sorted newest first.
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.
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.
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.
What TRUNK SHORT and FILL Mean in VICIdial
The TRUNK SHORT/FILL numbers on the VICIdial real-time report, what they tell you about line capacity, and what to do when SHORT is high.
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.
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.
What the VICIdial Whiteboard Report Shows
The Whiteboard report turns live call data into big graphs that refresh on a timer. Here are the report types it can put on a wallboard.
The Completed Flag: Marking a VICIdial Lead Done
The Completed flag says a lead needs no further calls without putting it under DNC, Not Interested, or Unworkable, and it feeds several reports.
How to wire a soundboard to a VICIdial script
A soundboard only appears to agents once you embed it in a script. Here is the iframe snippet and how the soundboard_id ties the two together.
Human vs system statuses in VICIdial
What the human_answered flag really means, how it differs from the broader idea of system statuses, and why it drives your drop rate.
How "Hide Label in Call Logs" works in VICIdial
Hiding a field on the agent screen does not hide it in the agent call logs unless you set Hide Label in Call Logs to Y.
Admin vs agent vs chat screen colors in VICIdial
How VICIdial's three screen color pulldowns differ, when to theme each, and why the agent screen has one logo-related quirk.
What are VICIdial screen colors?
Screen colors let you brand VICIdial with your own color scheme and logo across the admin, agent, and chat screens.
VICIdial soundboard levels explained
What primary and secondary levels mean on a VICIdial soundboard and how the Add field places audio on level 1 or under it on level 2.
How to add a screen color template in VICIdial
Step-by-step instructions for adding a new screen color template in VICIdial, including the ID rules, hex defaults, and logo field.
How to import VICIdial translations
Import translated phrases into a VICIdial language in bulk using the English-pipe-translation format and the right Import Action.
How to recolor the VICIdial agent screen
How to give the VICIdial agent screen its own palette and logo using a screen color template assigned through Agent Screen Colors.
How to modify a VICIdial status
How to safely modify an existing VICIdial system status, what each flag changes, and why edits ripple across every campaign.
The VICIdial Language Code field explained
The Language Code field maps a VICIdial Language to a browser code like en-us and can display a country flag next to it.