Apply QC Settings to a List or Ingroup

Lists and inbound groups carry their own QC statuses and scorecards — here is where those settings live and why you would use them.

A campaign is the obvious place to turn on quality control, but it is the broadest one. Sometimes you want to review calls from one specific Lead list, or only the calls that came into one inbound group. VICIdial lets you attach QC settings at both of those levels too, and the settings live in a simpler spot than they do on a campaign.

As with campaigns, the QC Statuses and QC scorecards fields only appear once the master QC system setting is switched on. No master switch, no QC fields anywhere.

Applying QC to a list

A list is a batch of leads loaded under a campaign. To add QC, open the list's settings and scroll to the QC Statuses and QC scorecards fields, which sit right among the list's other settings — there is no separate link to click like there is on a campaign. Pick the call results worth reviewing and the scorecard to grade them with.

Open the list's settings page.
Find QC Statuses among the regular fields and choose which Disposition results make a call reviewable.
Set QC scorecards to the checklist your reviewer should fill in for that list's calls.

Applying QC to an ingroup

An Ingroup is an inbound queue — the bucket calls land in when customers ring you. Its QC settings work exactly the same way as a list's: open the ingroup, find QC Statuses and QC scorecards among its other fields, and set them. Because an ingroup sits at the top of the QC priority order, anything you set here takes precedence when a call also touches a list or campaign with QC turned on.

flowchart LR
  A[Pick the entity] --> B{List or ingroup?}
  B -->|List| C[Open list settings]
  B -->|Ingroup| D[Open ingroup settings]
  C --> E[Set QC Statuses]
  D --> E
  E --> F[Set QC scorecards]
  F --> G[Calls become claimable]

Why review at this level

Reviewing at the list or ingroup level lets you scope QC tightly. Maybe one list holds high-value leads that deserve a stricter scorecard, or one inbound group handles complaints and you want every Agent on it checked. Setting QC on just that entity keeps the rest of the campaign out of the queue, so your reviewers spend their time where it matters instead of wading through every call.

Settings at these levels override the campaign. A list with its own QC statuses ignores the campaign's, and an ingroup overrides both. That is by design, but it surprises people who set something campaign-wide and wonder why a list behaves differently.

Inbound calls deserve their own rules

There is a good reason ingroup QC exists as its own level. Inbound work is judged on different things than outbound. An agent fielding a support call is measured on whether they solved the problem and how they handled an upset caller, not on whether they closed a sale. Setting a scorecard on the ingroup lets you grade inbound calls against the Status (lead status) results and checklist that actually fit that work, without bending the outbound campaign's rules to cover it.

It also keeps your queues clean. If you reviewed inbound and outbound calls under one shared setting, reviewers would have to mentally switch context with every claim. Splitting QC by ingroup and list means each reviewer can work a queue of calls that all play by the same rules.

When more than one level has QC turned on, VICIdial follows a fixed order to decide which settings apply — we cover exactly how that resolves in how VICIdial picks QC settings when they conflict. For the wider picture of how the whole QC system hangs together, start with the VICIdial quality control overview.

List and ingroup QC is the tool you reach for when one slice of work needs a closer look. VICIfast runs a managed VICIdial box where these settings are ready to use the moment you log in, live in under 40 seconds. See our plans and pricing.