How to set up VICIdial Quality Control in 7 steps

VICIdial's Quality Control lets you review recorded calls against a checklist and grade how an agent did. It takes a handful of steps to wire up, and they have to be done in order. This is the whole path in seven steps.

The seven steps at a glance

flowchart TD
  S1[1 Enable QC and set limits] --> S2[2 Build a QC status template]
  S2 --> S3[3 Create a scorecard]
  S3 --> S4[4 Apply to campaign list ingroup]
  S4 --> S5[5 Claim a call]
  S5 --> S6[6 Score on the QC screen]
  S6 --> S7[7 Read the QC Report]

Step 1: Enable the feature and set the limits

Go to Admin, then System Settings, and turn on "QC Features enabled". Nothing about QC is visible until this is on. While you are there, set "QC Claim Limit" (how many unfinished calls one reviewer can hold) and "QC Expire Days" (how long an unclaimed call stays available). Both can stay at their defaults for now.

Step 2: Build a QC status template

A QC status template is a saved list of which call results count as reviewable. You create it as a settings container of the type QC_TEMPLATE, and all it holds is a comma-separated list of call results. A call only enters the review queue if its saved Disposition is one of the results named in a template you applied. Once the template is created and active, it can be picked anywhere a status template is set.

Step 3: Create a scorecard

A scorecard is the checklist a reviewer follows. It is a set of checkpoints, each with a point value, and it needs at least one active checkpoint to be usable. Open the QC Scorecards page under the Quality Control menu, add a scorecard with an ID and name, mark it active, then add checkpoints. Each checkpoint has display order, a text prompt, a maximum point value, and an optional instant-kill flag that fails the whole review on its own. Edits save automatically.

Step 4: Apply the template and scorecard

A template and a scorecard do nothing until you attach them to something that produces calls. You apply them to a Campaign, a list, or an Ingroup through the QC settings on each. For a campaign you open the detail view and use the QC link in the top corner; for lists and ingroups the QC settings sit among the other settings. If the same call matches QC settings in more than one place, the priority order is ingroup, then list, then campaign.

Step 5: Claim calls to review

Now calls start showing up. Under the Quality Control menu you get QC Calls by Campaign, by List, and by Ingroup. Each shows the active entities, their reviewable results, and how many qualifying calls are waiting (a count shaped by both the assigned results and the Expire Days window). Click a record to claim a call and open the review screen. The dialer assigns the scorecard from the higher-priority element, so an ingroup scorecard wins over a list or campaign one even if you claimed from the campaign page.

Step 6: Score on the QC display screen

The review screen has four sections you toggle between. The default one holds the scorecard, a link to play the matched recording, and the result you apply when you finish. The second shows the lead's information. The third handles callbacks, including dialling the lead from another window. The fourth is a read-only log of who viewed the call and what changed. Scores save as you enter them. Finish marks the review done; Release returns the call to the queue and clears your scoring.

Step 7: Read the QC Report

The QC Report shows review activity for the parameters you choose: call date, finish date, campaigns, QC status, the agents who placed the calls, and the agents who reviewed them. As HTML it prints each call with its checkpoint scores and comments; as CSV it gives one row per call. This is where you watch trends, compare reviewers, and feed results back into coaching the Agent whose work you graded.

Those seven steps are the whole loop. If you want to focus on the very first gate, see how to turn on the QC Features enabled setting, and for how the pieces relate read the guide to VICIdial Quality Control.

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