What the QC settings on an Email Group do

Quality control is the step where a reviewer goes back over work an agent already finished and checks it against your standards. VICIdial has a built-in QC system, and an email group has its own set of fields to wire it up. Set them, and a QC reviewer can pull the emails you want checked, look at the record, and grade the work.

By default the whole thing is off. You turn it on and shape it with a handful of fields on the email group.

The fields, one by one

• QC Enabled: set this to Y to switch the QC features on for this email group. The default is N, so nothing is reviewed until you flip it.
• QC Statuses: a list of checkboxes for each lead status. Tick the ones you want QC to review, so a reviewer only ever sees the outcomes that matter to you.
• QC WebForm: the web address a QC reviewer opens when they click the WEBFORM link in the QC screen. Use it to surface customer details or your scoring sheet.
• QC Script: the script shown in the SCRIPT tab of the QC screen, so reviewers have guidance in front of them while they grade.
• QC Shift: the shift timeframe used to pull QC records for the group. The days of the week are ignored for this, only the time window counts.

Two more fields fine-tune the reviewer's screen: one controls an action that can fire when a QC agent gets a new record, and one lets a recording linked to the record show up in the QC screen. Together these decide what happens the moment a reviewer picks up the next item.

How a record reaches a reviewer

The QC Statuses checkboxes and the QC Shift window act as a filter. Only emails with a ticked status, finished inside the shift, become candidates for review:

flowchart TD
  A["Agent finishes an email"] --> B{"QC Enabled is Y"}
  B -->|no| C["No review"]
  B -->|yes| D{"Status ticked in QC Statuses"}
  D -->|no| C
  D -->|yes| E{"Inside QC Shift window"}
  E -->|no| C
  E -->|yes| F["Available to QC reviewer"]
  F --> G["Reviewer opens WebForm and Script"]
  G --> H["Reviewer grades the work"]

Getting it set up

A sensible order: turn QC Enabled to Y, tick the statuses you care about under QC Statuses, then point QC WebForm and QC Script at the screens your reviewers should use. Set QC Shift to the window your work happens in. After that a QC Agent can log in and start pulling records.

Which statuses you choose ties straight back to how agents disposition their work, so it pays to settle your Disposition set first. If you handle a lot of inbound, your Ingroup volume will drive how much there is to review, so start with the highest-stakes outcomes like sales and complaints.

These fields live on the same screen described in how to modify a VICIdial email group, and the wider email setup is in the inbound email and chat guide. If you would rather not maintain the QC plumbing yourself, our pricing page covers managed VICIdial hosting with the box ready in under 40 seconds.