Agent Screen

The agent screen is VICIdial’s web-based interface that agents use to handle calls, view lead information, enter data, disposition calls, and perform transfers. It runs in a standard web browser and provides real-time call control — including hold, mute, transfer, conference, and hangup — alongside lead data fields, scripts, and custom forms.

How It Works in VICIdial

When an agent logs in to VICIdial, the agent screen loads in their browser and establishes a persistent connection to the VICIdial server. The screen displays the current call status, lead information (name, phone, address, custom fields), a call script (with dynamic field population), and control buttons for call actions.

During a live call, the agent can view the lead’s history, add notes, update custom fields, and follow the campaign script. When the call ends, the agent selects a disposition code to classify the outcome. The screen also provides access to callback scheduling, transfer functions (blind, warm, and three-way), and pause code selection.

The agent screen communicates with the VICIdial server through periodic AJAX requests, updating call status and lead data in near-real-time. With WebRTC enabled, the agent screen also handles the phone audio directly in the browser, eliminating the need for a separate phone.

Why It Matters

The agent screen is the primary touchpoint between agents and the VICIdial system — its usability directly impacts agent productivity, data quality, and call handling efficiency. A well-configured agent screen with clear scripts, relevant lead data, and intuitive controls reduces average handle time and improves conversion rates.

VICIdial allows extensive customization of the agent screen through custom fields, script design, and CSS styling. Tailoring the screen to your specific workflow — showing only relevant fields and providing clear call-to-action buttons — significantly improves agent performance. See the AI coaching feature page for agent screen enhancement options.