How to Claim a Call in the VICIdial QC Queue

Claiming pulls a call out of the QC queue and opens it for scoring — here is where the claim links live and what happens when you click one.

Once a campaign, list, or ingroup has QC turned on, the calls that qualify pile up in a queue waiting for someone to review them. Claiming is how a reviewer takes ownership of one of those calls and opens it for scoring. Until a call is claimed it just sits there as a count; claiming turns it into work in front of you.

Where the claim links are

Under the Quality Control menu in the admin you will find three links: QC Calls by Campaign, QC Calls by List, and QC Calls by Ingroup. Each one lists the active QC-enabled entities of that kind, the QC-eligible statuses assigned to them, and a count of how many qualifying calls are available right now.

That available count is shaped by two things: which Disposition results you assigned as reviewable, and the QC Expire Days setting, which drops calls older than its window out of the queue. A low count is often expiry, not a lack of calls.

Your User group's QC settings also filter the lists. You only see the campaigns, lists, and ingroups your group is allowed to view, so two reviewers can open the same page and see different entities.

What the claim screen shows

Click an entity and you land on a page of its available calls, grouped by Status (lead status) and ordered by call date — as long as you are below the QC Claim Limit, the cap on how many calls you can hold at once. Each row shows the lead ID, the name on the Lead, the date of the call, and the Agent who made it. Clicking a row claims that call and drops you into the evaluation screen, where the Call recording plays next to the scorecard.

How the scorecard gets picked

Here is the part that trips people up. You do not choose the scorecard — the dialer assigns it at the moment you claim, and it always picks the one tied to the highest-priority element the call matches. The order is ingroup, then list, then campaign. So even if you claimed a call from the QC Calls by Campaign page, you might get a list's scorecard if that list outranks the campaign. The page you started from does not change which scorecard you get.

sequenceDiagram
  participant Agent as QC Reviewer
  participant Dialer
  participant Scorecard
  Agent->>Dialer: Click a call to claim it
  Dialer->>Dialer: Find highest-priority element
  Note over Dialer: ingroup > list > campaign
  Dialer->>Scorecard: Assign matching scorecard
  Scorecard-->>Agent: Open evaluation screen

You can only hold as many calls as the QC Claim Limit allows. Hit the limit and the available calls stop showing until you finish or release something you already claimed.

What a claim ties up

Claiming is not just opening a call — it takes ownership. Once you claim a call, it is yours until you finish the evaluation or hand it back, and it stops appearing in anyone else's queue. That prevents two reviewers from scoring the same call by accident. It also means a forgotten claim quietly eats into your claim limit, so it pays to either finish or release the calls you open rather than leaving them parked.

Releasing a call puts it back in the queue for anyone to grab and clears the scoring you started. That is the right move when you realize a call should not have been claimed, or when the scorecard changed after you opened it and you want a fresh start. Finishing, by contrast, marks the call reviewed and returns you to the Quality Control menu so you can claim the next one.

If you want the full reasoning behind which scorecard wins, read how VICIdial picks QC settings when they conflict in the QC priority guide. For how every QC piece fits together, see the VICIdial quality control overview.

Claiming is the moment QC stops being a count and starts being a scored call. VICIfast runs a managed VICIdial box with the QC queue ready to work, live in under 40 seconds. See our plans and pricing.