The Team Agent Performance report provides per-agent productivity and conversion metrics grouped by team from your connected Vicidial instance. Use this report to evaluate agent call volumes, work time allocations (talk, wait, pause, dead time), sales conversion rates, and transfer statistics.
Filtering Options
Use the filter controls to narrow down the report. Click Apply Filters to refresh the table, or Clear Filters to reset.
| Filter | Description |
|---|
| Date Range | Filter performance metrics within a specific start and end timestamp window (EDT). |
| Campaign | Filter by a specific Vicidial campaign (e.g., Sales Team A). |
| Team | Filter by agent user group or team (e.g., All, Team A). |
Agent & Team Identifiers
| Field | Description |
|---|
| Agent / Agent ID | Agent’s full name and system user ID. |
| Team Name | Assigned agent user group. |
| Campaign Name | Active campaign handling the agent’s activity. |
Call & Lead Activity Metrics
| Field | Description |
|---|
| Calls / Leads / Contacts | Total call attempts, unique leads dialed, and connected contact counts. |
| Contact Ratio | Contacts divided by calls, as a percentage. |
Time Utilization Breakdown
| Field | Description |
|---|
| System Time / Paid Hours | Total logged-in time vs. billable working hours. |
| Talk Time / Wait Time / Dispo Time | Duration spent in active conversation, waiting in queue, or wrapping up disposition selections. |
| Dead Time / Pause Time | Inactive or paused duration allocations. |
Conversion & Disposition Metrics
| Field | Description |
|---|
| Sales / Sales per Working Hr / Sales per Leads / Sales per Contacts / Sales per Hr | Aggregate sales count and rate metrics across working hours, leads, contacts, and clock time. |
| Incomplete Sales / Cancelled Sales / Callbacks | Unfinished, cancelled, or scheduled follow-up call counts. |
| SLA / XFER / NOAGENT | Service Level Agreement compliance, total call transfers, and drop-to-no-agent occurrences. |
| First Call Res. / Avg Sale Time / Avg Contact Time | First call resolution rate and average handling times. |
Available Actions
- Download CSV: Exports the team agent performance table for offline payroll, auditing, and productivity evaluation.