Reporting & Real-Time Monitoring

Monitor agents, track campaign performance, analyze KPIs, and export reports

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Real-Time Campaign Dashboard

The Real-Time Reportis Vicidial's live monitoring dashboard. Access it via Reports → Real-Time Main Report. It auto-refreshes every few seconds and shows:

24
Agents Logged In
18
In Call
4
Waiting
2
Paused
3
Calls in Queue
1.2%
Drop Rate
342
Calls/Hour
3:24
Avg Talk

The dashboard updates in real time and shows individual agent statuses (INCALL, READY, PAUSED, DEAD, etc.) with color-coded indicators. Supervisors can click on any agent to view details or initiate monitoring.

Agent Monitoring: Listen, Whisper, Barge

Listen (Silent Monitor)

Supervisor listens to the live call. Neither the agent nor the customer can hear the supervisor.

Mode: MONITOR
Whisper (Coach)

Supervisor speaks to the agent only. The customer cannot hear the supervisor. Used for real-time coaching.

Mode: WHISPER
Barge (Conference)

Supervisor joins the call. Both the agent and customer can hear the supervisor. Three-way conference.

Mode: BARGE

To monitor an agent: click their name in the Real-Time Report, select the monitoring mode, and enter your phone extension. Your phone will ring, and upon answering, you'll be connected to the agent's call in the selected mode.

Available Reports

Real-Time Campaign Report

Live dashboard showing agent statuses, calls in queue, dial rate, and drop percentage.

Agent Performance Report

Per-agent metrics: calls handled, talk time, pause time, disposition breakdown.

Outbound Calling Report

Campaign-level outbound stats: calls dialed, answered, dropped, busy, no answer.

Inbound Report

In-group statistics: calls received, answered, abandoned, average wait time, service level.

Call Detail Records (CDR)

Complete log of every call with timestamps, duration, disposition, recording link.

Recording Search

Search and playback call recordings by date, agent, phone number, or campaign.

Agent Time Detail

Detailed breakdown of agent time: login duration, talk, pause, wait, disposition time.

Export Report

Export any report data to CSV for external analysis in Excel or BI tools.

Call Recordings

Vicidial automatically records calls (when configured) and stores them on the server. Access recordings through:

  • Recording Search — Reports → Recording Lookup. Search by date range, agent, phone number, or lead ID.
  • CDR Records — Each CDR entry links to the call recording file.
  • Storage — Recordings stored in /var/spool/asterisk/monitorDONE/ by default.
  • Format — WAV or MP3 (configurable). MP3 saves ~90% storage space.
  • Archiving — Set up automated archiving to move old recordings to external storage or cloud (S3, etc.).
Storage Planning: A single concurrent call in WAV format uses approximately 1 MB per minute (~60 MB/hour). For 50 agents at 70% occupancy, plan for ~2 TB/month. Use MP3 encoding to reduce this by ~90%.

Key Performance Indicators (KPIs)

KPIFormulaTargetDescription
Answer RateCalls Answered / Calls Dialed × 100> 40%Percentage of dialed calls that are answered by a human.
Drop RateDropped Calls / Answered Calls × 100< 3%Percentage of answered calls dropped (no agent available). Regulatory limit is usually 3%.
Average Handle Time (AHT)Talk Time + Wrap-Up TimeVariesAverage time an agent spends per call including after-call work.
Average Talk TimeTotal Talk Time / Calls HandledVariesAverage duration of actual conversation with the customer.
Agent OccupancyTalk Time / (Talk + Wait + Pause) × 100> 70%Percentage of time agents are actively handling calls vs. idle.
Service LevelCalls Answered in X sec / Total Calls × 100> 80% in 20sFor inbound: percentage of calls answered within target time (e.g., 80/20 rule).
Calls Per HourTotal Calls / Agent Hours15–30+Average calls handled per agent per hour. Depends on dial method and campaign type.
Conversion RateSales / Calls Handled × 100VariesPercentage of calls resulting in a sale or desired outcome.
Average Wait TimeTotal Queue Time / Calls Answered< 30sFor inbound: average time callers wait in queue before being connected to an agent.
Abandon RateAbandoned Calls / Total Inbound × 100< 5%For inbound: percentage of callers who hang up while waiting in queue.

Custom Reports & Data Export

  • CSV Export — Most Vicidial reports have a "DOWNLOAD" or "Export" button for CSV download.
  • API Reports — Use the Vicidial Non-Agent API to pull report data programmatically for custom dashboards.
  • Custom SQL Reports — Advanced users can write SQL queries against the Vicidial database for custom analytics.
  • Third-Party Integration — Export data to BI tools (Grafana, Power BI, Google Data Studio) via API or direct database connection.
  • Scheduled Reports — Configure automated email reports via cron jobs and custom scripts.

Server-Level Monitoring

Beyond the web reports, monitor Vicidial at the server level:

# Check Vicidial processes are running
ps aux | grep AST_ | grep -v grep
 
# Check active Asterisk channels (calls)
asterisk -rx 'core show channels'
 
# Check SIP peer status
asterisk -rx 'sip show peers'
 
# Monitor Asterisk log in real time
tail -f /var/log/asterisk/full
 
# Check database connection count
mysqladmin -u root -p processlist
 
# System resources
top -bn1 | head -20
df -h # Check disk space (important for recordings)
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