Your dialer gives you
numbers, not answers.
Talk seconds. Call counts. Pause totals. Every report your dialer produces was built to track a phone system — not the person doing the work on the other end of it.
BUILT FOR VICIDIAL CALL CENTRES NEW · AI BOT PERFORMANCE
The dialer counts calls. Vicipulse measures agents.
A QA and performance hub for call-centre supervisors. Vicipulse turns the raw noise your dialer produces into one clear, fair score per agent — anchored on the two questions that actually decide whether someone is good at this job.
01
Talk depth
How long they keep a customer genuinely engaged.
02
Sales output
How many of those conversations turn into results.
30sdata refresh
100%of agents scored, never blank
1score that actually matters
0spreadsheets required
AIbots measured, per extension
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01 The problem
Your dialer gives you
And it treats every agent
exactly the same.
Off-the-shelf reports are one-size-fits-all counters. They can't tell you whether a call actually went well, whether an agent is coachable, or who's quietly carrying the floor.
So the numbers explain
nothing on their own.
A raw stat is trivially explained away by shift length, lead quality or a slow afternoon. It settles no argument in a coaching conversation. It's data, not evidence.
02 The lie in the middle
Average talk time:
two minutes thirty.
The most quoted number on any call floor, and it reads as healthy. Every off-the-shelf report will happily print it for you.
Here's what's really
underneath it.
Forty hang-ups at fifteen seconds. Forty real conversations at five minutes. Averaged together, they look like a perfectly fine agent. They're two completely different agents.
The average hides
exactly what you need to see.
It describes a call that never actually happened. It's the single most misleading number on a call floor.
So Vicipulse
never shows it to you.
Instead, we show the shape of an agent's calls — how many go the distance, how many don't — so you can tell a consistent performer from someone who simply got lucky today.
03 Built to be trusted
Every signal,
captured continuously.
Vicipulse watches your dialer around the clock — not a nightly export, not a manual pull. When an agent's status changes, we see it within moments.
Nothing is ever
silently discarded.
Every piece of activity we capture is kept in full. If a number on your dashboard ever looks wrong, we can show you exactly why — all the way back to the source.
Two systems,
reconciled, not guessed.
Your dialer and Vicipulse can drift out of sync for all kinds of ordinary reasons. When they do, we flag it as a data-quality signal instead of quietly smoothing it over — so you always know how much to trust a number.
Scoring evolves
without touching your data.
Scoring logic and raw activity are kept completely separate. That means we can refine how performance is measured over time without ever re-collecting a single call.
04 Agent Performance Score
One score,
for everything.
Every agent gets a single, easy-to-read Agent Performance Score, built from the signals that actually predict good work. A team's typical performer scores 50; a standout scores near 100 — one idea a supervisor only has to learn once.
Compared to the right peers,
not the whole company.
An agent on a compliance-heavy insurance campaign and one on a forty-second survey have nothing comparable about their calls. Vicipulse always compares agents to others on the same campaign, in the same period — never apples to oranges.
Sales, depth, hygiene.
Weighted on purpose.
Sales output carries the most weight, talk depth close behind. A small hygiene component exists purely to close the door on anyone gaming the score by simply working less.
Handle time and occupancy
no longer get a vote.
They're still shown for context — a supervisor reading a low sales number needs to know if an agent was starved of leads — but they no longer get to drag the score around on their own.
05 The coaching queue
This is not
a list of your worst agents.
A steady 62 needs no intervention this week. Ranking people by their lowest scores just fills a supervisor's morning with those least likely to move.
A 78 sliding
is tomorrow's conversation.
Vicipulse watches the trend behind every score, not just the number itself — and only raises a flag for a real, consistent decline, never a score that's simply bouncing around.
Days off are dropped,
never held against anyone.
A day an agent didn't work is not a bad day. We never let a gap in the schedule manufacture a decline that never actually happened.
06 NEW AI bot performance
Your floor doesn't just
have people on it any more.
AI bots dial, open the conversation, and pass the interested leads to a human closer. They work the top of your funnel all day, and on most floors there are already more of them than there are agents.
And your dialer reports
can't see them at all.
A bot never logs in the way a person does, so your dialer counts its calls as zero. Thousands of real conversations happen every day and appear in none of the reports you have today — or worse, get quietly mixed into your agents' numbers and make them impossible to read.
Vicipulse counts
every one of them.
Every bot extension, every conversation, every second it lasted — captured the same way we capture a person's shift, and kept on its own page so your agents' scores stay about your agents.
Ranked on handoffs,
never on call volume.
Dialing faster is a setting, not a skill. A bot is only worth what it hands to a closer — so that's what it's ranked on, extension by extension, and you can see at a glance which script is actually working and which one is just busy.
SEE IT ON YOUR OWN FLOOR
Stop guessing. Start coaching with evidence.
FOR SUPERVISORS
Walk into every coaching conversation knowing exactly who needs your time this week, and exactly why — not a gut feeling, and not a stack of raw reports to interpret yourself.
FOR LEADERSHIP
Roll performance up across every campaign against one consistent, fair standard — so comparing two teams, or two campaigns, finally means comparing like with like.
FOR AI-ASSISTED FLOORS
See what your bots are actually producing, extension by extension, and how much of your closers' day they're feeding — measured on handoffs, and kept entirely out of your agents' scores.
Every score comes with a plain-English explanation of how it was built, so a supervisor can stand behind it in a coaching conversation — and a leader can trust it in a business review. A dashboard that can't tell you when to trust it is worse than no dashboard.
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