What "QC Calls by Campaign, List, and Ingroup" show

Under the Quality Control menu in the admin there are three ways into the claim queue: QC Calls by Campaign, QC Calls by List, and QC Calls by Ingroup. They look like three different doors, but they all lead to the same pool of reviewable calls. Which door you pick just changes how the calls are grouped on the way in.

What each link lists

Open any of the three links and you see every currently active QC-enabled entity of that kind. Next to each one is the set of QC-eligible statuses assigned to it, and a count of how many qualifying calls are sitting in the system right now waiting to be claimed. A call qualifies when its Disposition matches one of the statuses on that entity's QC template.

Click into an entity and you land on a page of its available calls, grouped by Status (lead status) and ordered by call date. Each row shows the lead ID, the name on the Lead, the date of the call, and the Agent who placed it. Clicking the lead ID, name, or call date claims that call and drops you into the evaluation screen.

Who sees what

The lists are not the same for everyone. Your User group's QC settings filter out any campaign, list, or ingroup you are not allowed to view, so two reviewers can open the exact same page and see a different set of entities. For lists, the filter checks the list's current campaign against the QC campaigns your group is permitted to see, rather than the list itself.

One call, one home

Here is the part that confuses people. A single call can show up on more than one of these pages at once, because the same call might match a campaign's QC settings and a list's QC settings at the same time. But the call still belongs to exactly one entity for review purposes. The door you walked through does not decide that — the dialer does, by priority, when you claim.

flowchart TD
  A[Call dispositioned with reviewable status] --> B{Matches which QC settings}
  B --> C[QC Calls by Campaign]
  B --> D[QC Calls by List]
  B --> E[QC Calls by Ingroup]
  C --> F[Same call pool]
  D --> F
  E --> F
  F --> G[Claim assigns one owning entity]

So if a call appears under both a campaign page and a list page, claiming it from either page resolves to the same single review, with the same owning entity decided by the ingroup, then list, then campaign order. You cannot accidentally double-claim the same call from two different links.

To see which scorecard a claim actually attaches and why, read how the priority order resolves in the QC priority guide. For how all the moving parts connect, start with the quality-control guide.

These three links are simply different views onto one queue. VICIfast ships a managed VICIdial box with the Quality Control module ready to use, live in under 40 seconds. See VICIfast plans and pricing.