quality-control
47 posts.
How to delete a VICIdial filter
Remove a VICIdial lead filter with the two-step delete, and check that no campaign or user still references it before you do.
Read postHow to modify an existing VICIdial filter
Open a VICIdial filter from the list and edit its name, comments, admin group, and SQL — but never the Filter ID, which is fixed for good.
Read postHow to add a new VICIdial lead filter
A step-by-step walk through adding a new VICIdial lead filter: the Filter ID, name, SQL fragment, and testing on a campaign before you enable it.
Read postHow to finish a call in Quality Control
The green FINISH button commits your scores, marks the record reviewed, and drops the call out of your claimed queue — here is when to press it.
Read postHow the VICIdial filter SQL fragment syntax works
A VICIdial filter is a SQL WHERE-clause fragment against the lead table — how to write one, what not to start it with, and worked examples.
Read postWhat a VICIdial lead filter is and why you'd use one
A VICIdial lead filter is a reusable SQL fragment that narrows which leads a campaign or user dials, and why operators rely on them.
Read postWhat each Quality Control Report parameter does
A walk through the VICIdial Quality Control Report parameters — call date, finish date, campaigns, QC status and reviewer filters — and how each narrows your results.
Read postHow to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
Read postWhat the Quality Control Report shows
A plain look at the VICIdial Quality Control Report — the call, campaign, status, scorecard and result on every reviewed row, plus CSV export.
Read postWhat the rules are for a filter ID and filter name
The exact rules for a VICIdial filter: ID is letters and numbers only, unique and permanent, plus the length limits on the name and comments.
Read postWhat the PASS, FAIL, CANCEL, and COMMIT QC categories mean
Every QC status code maps to one of four categories. Here is what PASS, FAIL, CANCEL, and COMMIT each do, and why the category, not the label, decides the outcome.
Read postWhat "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.
Read postWhat "QC Calls by Campaign, List, and Ingroup" show
The three QC claim-entry links each list QC-enabled entities and the unfinished calls you can claim, grouped by status.
Read postHow per-call QC review works in VICIdial
The modern VICIdial QC system reviews individual calls, not whole leads, and admins pre-select which campaigns and statuses get audited.
Read postHow VICIdial assigns a scorecard when you claim a call
On claim, VICIdial attaches the scorecard for the call's highest-priority entity and snapshots its active checkpoints onto the claim.
Read postWhat the four sections of the QC display screen do
The QC display screen has four toggleable sections: scoring and playback, lead info, callbacks, and a read-only log.
Read postHow to score a call on the QC scorecard screen
Open a claimed call, enter a point value for each checkpoint, watch for Instant-Kill items, verify against the recording, then finish.
Read postWhen to use the RELEASE button on a QC call
The red RELEASE button hands a claimed call back to the queue unfinished and clears your scores — here is when that is the right move.
Read postWhat the QC lead-information section shows
The second QC section shows the standard vicidial_list lead fields, auto-saves your edits, and surfaces the QC webform link if one was defined.
Read postWhat the QC callbacks section lets you do
The third QC display section ties a reviewed call back to follow-up by letting you set or modify a callback for that lead.
Read postWhat the read-only QC log section records
The fourth QC display section is a read-only audit trail showing who viewed the call, lead edits, and outcome — you cannot change it here.
Read postHow VICIdial matches a recording to a QC call
The QC screen matches the call's uniqueid to a recording, falls back to the closest one when there is no match, and lists every recording for the lead.
Read postHow to attach a QC webform to a campaign or list
Define a QC webform URL on a campaign, list, or ingroup so reviewers get a one-click link from the lead-info section of the QC screen.
Read postWhat the "Show QC Campaigns" screen shows
The Show QC Campaigns screen lists every QC-enabled campaign, its review statuses, and links straight into the leads waiting in audit.
Read postHow to create and modify QC status codes
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.
Read postHow 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.
Read postHow to build a QC scorecard from checkpoints
A QC scorecard is just a list of checkpoints. Here is how to add them, order them, and make the scorecard usable.
Read postHow to 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.
Read postHow VICIdial picks QC settings when they conflict
When a call qualifies for QC under more than one level, VICIdial follows a fixed order — ingroup beats list beats campaign.
Read postVICIdial 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.
Read postWhat the QC Claim Limit setting does
QC Claim Limit caps how many unfinished review calls one agent can hold at once, keeping the queue moving instead of stalling.
Read postHow to claim a call in the 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.
Read postHow 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.
Read postWhen to use per-list QC overrides
A list can carry its own QC statuses and scorecards that beat the campaign's — handy when one list needs different review rules.
Read postHow 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.
Read postHow to set up VICIdial Quality Control in 7 steps
A plain walkthrough of the seven steps that take VICIdial Quality Control from a hidden feature to calls being scored and reported.
Read postWhat 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.
Read postWhat VICIdial Quality Control is and when to use it
A plain tour of VICIdial Quality Control: the enable switch, claim limits, status templates, scorecards, priority, and the review flow.
Read postVICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.
Read postHow 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.
Read postHow 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.
Read postWhat 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.
Read postHow to Activate or Deactivate a QC Scorecard
Toggle a VICIdial QC scorecard on or off with the Active checkbox on the QC Scorecards page, no form submit needed.
Read postWhat 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.
Read postHow to apply QC settings to a campaign
Once your QC statuses and scorecards exist, here is exactly where to attach them to a campaign so its calls become reviewable.
Read postWhat QC checkpoint Admin notes are for
Admin notes are private comments on a QC checkpoint that the reviewer never sees. Here is how to use them well.
Read postHow to order and activate QC checkpoints
The Order field sets where a checkpoint appears, and Active decides whether it shows at all. Here is how both behave.
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