How to Create and Modify QC Status Codes in VICIdial

Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.

When a reviewer finishes evaluating a call, they have to mark what they decided — approved, rejected, skipped, or finalized. The labels they pick from are QC status codes, and you build them on the Modify QC Codes screen. Setting these up first is what makes the rest of the audit workflow meaningful: without your own codes, a reviewer has nothing specific to stamp on a call.

The three things a QC code carries

Each QC status code you create has three parts:

The code itself — a short identifier, like the call Disposition codes an Agent already uses, but living in the quality-control system rather than in dialing.
A description — the human-readable explanation of what the code means, so reviewers pick the right one.
A QC category — one of PASS, FAIL, CANCEL, or COMMIT, which is the action the code triggers.

The category is the part that actually does something. The code and description are how reviewers recognize and choose the outcome; the category is how VICIdial acts on it.

Adding a new code

Open Modify QC Codes from the Quality Control menu.
Enter the new code and a clear description.
Choose the QC category — PASS, FAIL, CANCEL, or COMMIT — that should fire when this code is used.
Save it, and the code becomes available to reviewers on the scoring screen.

flowchart TD
  A[Open Modify QC Codes] --> B[Enter code]
  B --> C[Write description]
  C --> D[Pick QC category]
  D --> E{PASS FAIL CANCEL or COMMIT}
  E --> F[Save code]
  F --> G[Code available to reviewers]

Editing existing codes

The same screen lets you edit codes you already have. You can refine a description so it reads more clearly, or change the category a code maps to if you decide, say, that a particular outcome should finalize a call rather than reject it. Be deliberate about category changes, because they alter what happens to every call marked with that code going forward, not just new ones.

A small, well-chosen set of codes works better than a long one. If reviewers have to scan twenty near-identical options, they slow down and the meaning of each code blurs. Start with the handful of outcomes your team genuinely distinguishes — a clean pass, a clear fail, a couple of specific failure reasons, a way to void a misclaimed call — and add more only when a real gap shows up. Clear descriptions matter just as much as the codes themselves, because the description is what a reviewer reads in the heat of a shift to decide which one fits the call in front of them.

A code and its description are just words on a button. The category is what moves a reviewed call. If you assign the wrong category, a reviewer who picks a sensibly named code can still send the call down the wrong path, so check the category, not just the label.

These codes are separate from the per-campaign QC setup, where you choose which call statuses get audited in the first place — that is covered in applying QC settings to a campaign. Codes decide the outcome of a review; campaign settings decide which calls reach review at all.

These codes drive the fate of a reviewed call. When a reviewer finishes scoring and chooses a code, its category decides whether the call is approved, rejected, voided, or finalized. A Lead that gets a COMMIT-category code is being locked in, while one given a FAIL-category code is being sent back. That is why the four categories deserve their own explanation — see what the PASS, FAIL, CANCEL, and COMMIT categories mean. For the whole audit workflow in context, read the quality-control guide.

Building your own QC codes is how you turn a generic audit feature into a process that matches how your team works. VICIfast runs a managed VICIdial box with the QC code screens ready to configure, live in under 40 seconds. See our plans and pricing.