Reports and agent stats

Your dialer already records every call, pause and disposition. The Reports tab and the Today tab turn that into answers: how is today going, which agents are productive, where does pause time go, and how do I get the numbers into a spreadsheet or my inbox. No SQL, no VICIdial admin screens — everything below is point and click.

The Today tab — this shift at a glance

1. Click Servers in the left sidebar.
2. Click your server’s name.
3. Click the Today tab, second from the left in the tab strip.

This page refreshes itself every 30 seconds — you can leave it on a wall monitor. From top to bottom you get:

• Outbound — Attempts, Contacts, Drops (with drop %), Sales, Contact rate and AHT (average handle time: talk plus wrap-up per call).
• Inbound — Offered, Answered, Abandoned (with %), Avg wait, AHT and Unique callers.
• Two hourly charts, Outbound by hour and Inbound by hour, so you can spot the moment pacing changed. The Open link on each chart jumps to the full report.
• Four cards: Sales pace (today vs the same weekday last week and vs your 7-day average, with an end-of-day projection), Conversion (SALE and XFER rates, outbound and inbound), Callbacks today (live, active, done — and any missed ones in red), and Unique leads with the repeat-call rate.
• Three leaderboards: Top agents, Top campaigns and Top in-groups.
• A Detail strip at the bottom with five views: Outbound dispositions, Inbound dispositions, Top DIDs, By team, and Conversion by hour.

Everything here is clickable. Click an agent in Top agents to open their dossier (see below). Click a campaign in Top campaigns to open that campaign’s settings on its Reports tab. Click Open on any card to see the full report behind the number.

The Reports tab — every report in one place

1. Click Servers in the left sidebar, then click your server.
2. Click the Reports tab.

A Today strip on top gives you the headline numbers (calls dialed, answered, inbound, average handle time, who is on a call right now). Below it, every report lives on a card, grouped by area:

• Tools — Call logs (every single call, filterable), Recording search (find a call by agent, phone number, campaign or disposition), and Exports (your background-export jobs).
• Outbound Reports — Outbound calls, List pass performance, Outbound hourly intervals, Lead source, CID group usage.
• Inbound Reports — Inbound calls, DID hits, Service level, Inbound daily, IVR & call-menu stats.
• Performance — Agent performance, Agent time & pauses, Agent dossier, Fronter-closer, Performance comparison, Time sheet.
• Quality — shortcuts into the QA tab if you use the QA Module.

If something needs attention — say your drop rate spikes — a Hot spots banner appears above the cards with an Open report link that takes you straight to the relevant report.

Reading a report

Click any card and the report slides in from the right. The layout is the same for every report, so learn it once:

1. Pick the period at the top: Today, Yesterday, This week, Last week, This month or Last 30 days — or type your own two dates.
2. Use the Group by dropdown to change the cut. Agent performance can be cut by agent, user group, campaign, day, hour, status or pause code; other reports offer their own cuts.
3. Click Compare to show each headline number against the previous period of the same length.
4. Click Views to save the current setup (period + filters) under a name, so next Monday is one click instead of five.
5. Sort any column by clicking its header. Click the small arrow on a row to expand it for the full breakdown.

The rail on the left lists every report, so you can hop between them without going back.

Per-agent stats: talk time, pause, dispo

Two reports cover your agents, and they answer different questions.

Agent performance answers "who is productive?" — one row per agent with Calls, Sales, Calls/hr, Sales/hr, Talk time, Pause time, AHT, and the three percentages managers watch most: Talk % (share of active time actually talking), Pause % (share spent paused) and Wrap % (share spent on after-call work). Odd values tint amber or red on their own.

Agent time & pauses answers "who is gaming the pause button?" — Pause events, Agent-initiated pauses, Avg pause, Longest pause, Idle % and MTBP (mean time between pauses — how long an agent typically works between breaks). Switch Group by to Pause code for a donut of where pause time actually goes: lunch, break, coaching.

For one agent’s full story, click their name — in either report, in the Today tab’s Top agents, or on the Users tab. The dossier slides in with 14 tabs: Overview (calls, talk vs pause time, top dispositions, top pause codes), Talk & Pause (every event with its pause code), Login Sessions, Timeclock, Recordings, Manual Dials and more. The date picker at the top applies to all of them.

Campaign stats

For per-campaign numbers over any period, open the Outbound calls report — dispositions, drop rate, contact rate and AHT per campaign. The Reports tab inside a campaign’s settings runs four of these pre-filtered to just that campaign (Outbound, Hourly, Fronter-closer, List pass):

1. Click the Campaigns tab.
2. Click the pencil icon on the campaign’s row.
3. In the left rail of the panel that opens, click Reports.

For a live view of one campaign, click Stats in that same rail instead. It auto-refreshes every 30 seconds and shows dialable leads left, calls / answers / drops for today and the last hour, a Live (last minute) strip (calls, answers, drops, average agents, trunk fill), pacing-trend sparklines, and the top dispositions today. Until a campaign has actually dialed, this tab honestly says "No stats row yet".

Exporting and scheduled emails

Every report gives you four ways out, all in the toolbar above the table:

• CSV and XLSX download what you see — same rows, same sort. XLSX adds a summary sheet with the headline numbers.
• PDF opens a print-friendly one-pager in a new tab (use your browser’s Save as PDF). Each chart also has its own PNG button.
• Run as background export is for the big stuff — anything over about 5,000 rows, like a month of Call logs. The job runs in the background and you get an email with a download link when it is ready. Jobs and their download links are kept for 7 days under the Exports card, where you can download, re-run or delete them.
• Email… sends the report to any address right now — or on a schedule.

To schedule a report: click Email…, add one or more recipients, pick When (Send now, Daily, Weekly or Monthly) and a Format (CSV, XLSX or HTML inline), then click Send now. Recurring schedules land in the Scheduled emails section at the bottom of the Reports tab, where you can run one immediately, pause it, or delete it.

Good to know

• A fresh server shows zeros everywhere — the numbers fill in as soon as agents start taking calls. Our screenshots come from a demo server with no live traffic, which is why theirs are zero.
• The Today tab follows the dialer server’s own timezone, refreshes every 30 seconds, and pauses while the browser tab is hidden.
• Talk %, Pause % and Wrap % are shares of active time (talk + pause + wait + dispo + dead), not of the whole logged-in shift. That matches VICIdial’s own built-in reports, so the numbers line up with what experienced VICIdial admins expect.
• On-screen reports stop at 5,000 rows. Narrow the date range, or use Run as background export for the full set.
• Background exports and their download links expire after 7 days — save anything you want to keep.
• "No stats row yet" on a campaign’s Stats tab just means the campaign has not dialed yet — it is not an error.