Call Center Summary
The Call Center Summary report provides aggregated, team-level performance totals across your connected Vicidial call center infrastructure. Use this report to evaluate macro team metrics, call volume distribution, contact efficiency, labor time allocation, and sales conversion rates.
Filtering Options
Use the filter controls to narrow down the report. Click Apply Filters to refresh the summary table, or Clear Filters to reset.
| Filter | Description |
|---|
| Date Range | Filter team summary metrics within a specific start and end date window (mm/dd/yyyy). |
| Campaign | Filter by a specific Vicidial campaign (e.g., All, SALESTM_A). |
| Team ID | Filter by agent user group or team (e.g., All, TEAM_A). |
Team Identifiers
| Field | Description |
|---|
| Team ID | System identifier for the agent group. |
| Team Name | Descriptive name of the Vicidial team/user group. |
Call & Lead Activity Metrics
| Field | Description |
|---|
| Calls | Cumulative outbound/inbound call attempts placed by the team. |
| Leads | Total unique lead records dialed. |
| Contacts | Total successful live customer connections. |
| Contact Ratio | Contacts divided by calls, as a percentage. |
Hours & Time Allocation
| Field | Description |
|---|
| Paid Hours | Total billable/payroll agent work hours logged. |
| System Time | Total active system logged-in duration. |
| Talk Time | Cumulative duration spent in active customer conversations. |
| Field | Description |
|---|
| Sales | Total completed sales or converted target dispositions. |
| Sales Rates | Conversion ratios relative to working time, leads, contacts, and clock hours (Sales/Working Hr, Sales/Leads, Sales/Contacts, Sales/Hr). |
| Incomplete Sales / Cancelled Sales | Total uncompleted or cancelled sales conversions. |
| Callbacks | Scheduled agent or customer follow-up call counts. |
| First Call Res. | Percentage of customer interactions resolved on initial contact. |
| Avg Sale Time / Avg Contact Time | Average handling durations for completed sales and connected contacts. |
Available Actions
- Download CSV: Exports the Call Center Summary report for offline analysis and reporting.