VICIfast Support Team
VICIfast Support
The VICIfast support team. We run managed VICIdial full-time and write these guides from the operator's chair.
Posts by VICIfast Support
What QC Expire Days does to unclaimed calls
QC Expire Days sets how long an unclaimed review call stays available before it drops off the queue. Claimed calls do not expire.
What the "Instant kill" checkpoint option does
Instant kill lets one QC checkpoint fail an entire call, no matter how every other checkpoint scored. Here is when to use it.
What each QC checkpoint field means
Every QC checkpoint has six fields. Here is what Order, Active, text, Points, Instant kill, and Admin notes each do.
VICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.
How to Delete a QC Scorecard Safely
Delete a VICIdial QC scorecard with the DELETE button and its confirmation prompt, and know when to deactivate instead.
How to Create a QC Template Settings Container
Step-by-step guide to building a QC_TEMPLATE settings container in VICIdial so the right dispositions feed your quality control queue.
Diagnosing LAGGED spikes by server with the summary chart
Use the Agent LAGGED Report and the LAGGED Summary chart to spot lag clusters on a timeline, tie them to one server, then check latency.
How to Add a QC Scorecard
Add a new VICIdial QC scorecard with the three-field form on the QC Scorecards page, then add checkpoints so it can be used.
How checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
How to turn on the "QC Features enabled" system setting
Quality Control in VICIdial stays completely hidden until you flip one master switch. Here is where to find it and what it unlocks.
VICIdial QC Status Template Explained
A QC status template is a list of dispositions that decides which finished calls land in the quality control queue for review.
How to trace one bad call end to end across the log reports
Follow a single problem call through the Dial Log, Hangup Cause, Carrier, Caller ID, and AMD reports in order to find the real cause.