When to use per-list QC overrides

Most of the time, setting quality control on a Campaign is enough — every call on it gets reviewed the same way. But campaigns are blunt. A campaign often holds several lists with very different work in them, and treating them all identically can be the wrong call. That is where a per-list QC override earns its place.

What a per-list override actually does

A list can carry its own QC settings — its own QC statuses and its own scorecard. When it does, those settings beat the campaign's for calls on that list. The list does not just add to the campaign rules; it replaces them for its own calls. So you can leave the campaign on a light-touch review while one list gets a stricter scorecard, and the priority order keeps them from clashing.

When to reach for one

• High-value leads. One list holds your best Lead data and you want every call on it scored against a tougher checklist than the rest of the campaign.
• New-agent training. Pour calls from trainees into a dedicated list and review more of their Disposition results while the rest of the team runs on lighter QC.
• Compliance-sensitive data. A list of leads in a regulated segment may need a specific scorecard and a wider set of reviewable statuses than your default.
• A/B testing scripts. Run two lists under one campaign with different review rules to compare how a script change affects Contact rate and quality.

How the override resolves

flowchart TD
  A[Call on a list] --> B{List has its own QC settings?}
  B -->|Yes| C[Use the list scorecard]
  B -->|No| D[Fall back to campaign QC]
  C --> E[Call enters the QC queue]
  D --> E

A word of caution

Overrides are powerful but easy to forget. Six months later someone tweaks the campaign QC and cannot work out why one list still behaves differently — the override is silently winning. Document any per-list override you set, and remember that an Ingroup still outranks the list, so an inbound call routed through both follows the ingroup's rules, not the list's.

An override only changes that list

It helps to remember exactly how narrow an override is. It touches one list and nothing else. Other lists under the same campaign keep running on the campaign's QC settings untouched. So you can set a strict scorecard on your compliance list, a lighter one nowhere, and let everything else fall back to the campaign default, all at once. Each list answers only to its own override or, where it has none, to the campaign.

That isolation is what makes overrides safe to use sparingly. Because a list with no override simply inherits the campaign, you never have to repeat the campaign settings on every list — you only spell out the differences. Set the common rule once at the campaign, then override the handful of lists that need to break from it.

To understand exactly how the override beats the campaign, read how VICIdial picks QC settings when they conflict in the QC priority guide, and for the broader setup picture see the VICIdial quality control overview.

Per-list overrides let you review the calls that matter most without slowing everyone else down. VICIfast runs a managed VICIdial box with QC ready to configure, live in under 40 seconds. See our plans and pricing.