What the QC settings on a Chat Group do

The QC block on a chat group is a set of fields that turn on quality-control review for chats handled through that group. With it switched on, a QC reviewer can pull finished chats, look them over, and grade them in a dedicated screen. The fields decide whether QC runs at all, which chats get pulled, and what the reviewer sees when they open a record.

QC Enabled is the master switch

QC Enabled defaults to N, so quality control does nothing on a new chat group until you set it to Y. This is the gate for the whole block: leave it off and the rest of the QC fields are ignored. Flip it to Y and the review queue starts collecting eligible chats for this group.

QC Statuses picks what gets reviewed

QC Statuses is a checklist of lead statuses. You tick the ones you want the QC system to pull for review, and only chats that ended with one of those statuses land in the queue. This is how you avoid drowning your reviewers: rather than every chat, you might only review the ones an Agent marked as a sale. Each ticked Status (lead status) is one more outcome the QC screen will surface.

flowchart TD
  A["Agent finishes chat"] --> B{"QC Enabled is Y?"}
  B -->|No| C["Nothing happens"]
  B -->|Yes| D{"Status is in QC Statuses?"}
  D -->|No| C
  D -->|Yes| E["Chat added to QC queue"]
  E --> F["Reviewer opens QC screen"]
  F --> G["WebForm, Script, recording load"]

What the reviewer sees

Several fields shape the reviewer's screen. QC WebForm is the address that opens when they click the WEBFORM link in the QC screen, the same idea as a normal Web form but scoped to review. QC Script is the script shown in the SCRIPT tab, so your reviewers read from the same kind of Agent script your agents use. QC Shift sets the timeframe used to pull records for the group, and the day of week is ignored when it does that.

Two more fields cover the record itself. QC Get Record Launch triggers an action when a reviewer is handed a new record, so the right page can open automatically as each record comes up. QC Show Recording surfaces a recording attached to the QC record inside the reviewer's screen, which lets them listen back rather than judge from text alone.

Putting it together

The flow is simple once the gate is set: enable QC, tick the statuses worth reviewing, point the WebForm and Script at the right pages, and decide whether recordings show. From there a reviewer works the queue, opening each chat the agent ended with a reviewable Disposition and grading it. For how QC sits among the rest of the chat group fields, read the VICIdial inbound email and chat guide, and for the email-group version of these same fields see the email QC settings. If standing up QC plus the rest of an inbound stack sounds like a weekend you would rather skip, our managed VICIdial plans come ready to configure.