What the PASS, FAIL, CANCEL, and COMMIT QC categories mean

Every QC status code you create has to be tied to one of four categories: PASS, FAIL, CANCEL, or COMMIT. The code is the label a reviewer clicks, but the category is the part that actually decides what happens to the call. Get the four straight and the rest of the quality-control system stops feeling like guesswork.

The four categories

Here is what each one represents when a reviewer applies a code in that category:

• PASS - approve. The call met the bar. The reviewer is signing off that the Agent handled it correctly.
• FAIL - reject. Something was wrong with the call, and it is being marked as not acceptable.
• CANCEL - void or skip. The call should not be counted in the audit at all, whether it was claimed by mistake or simply does not belong in review.
• COMMIT - finalize. The review is locked in and the call's audit result is treated as settled.

flowchart TD
  A[Reviewer picks QC code] --> B{QC category}
  B -->|PASS| C[Approve call]
  B -->|FAIL| D[Reject call]
  B -->|CANCEL| E[Void or skip from audit]
  B -->|COMMIT| F[Finalize result]

Why the category decides, not the label

This is the part worth internalizing. VICIdial does not read the name of your code or its description to decide what to do - it reads the category. You might name a code anything that fits your team's wording, but if it is mapped to FAIL it will reject the call, regardless of how reassuring the label sounds. Two codes with completely different names will behave identically if they share a category. The label is for the human; the category is for the system.

This split is deliberate and it is what gives you room to design a vocabulary that fits your floor. You can have several distinct FAIL codes - one for a compliance miss, one for a missed disclosure, one for a rude tone - and each gives reviewers a precise reason to record while all three resolve to the same reject action. The category keeps the behavior consistent; the codes let you capture the why. When you later read your audit results, the code names tell you the story and the categories tell you the verdict.

How this connects to the rest of QC

The category a reviewer lands on flows from the call's Disposition and the Status (lead status) it carried into audit, through the code the reviewer chooses, and out to the action that closes the review. A Lead given a COMMIT-category code has a settled audit result, while one given CANCEL drops out of the count entirely. The same logic that decides a call Called status during dialing applies here in spirit - a short code stands in for a defined action, and the system acts on the action, not the name.

A reviewer only reaches the point of applying a category after they have taken ownership of a call to score - that step is covered in how to claim a QC call. You assign these categories when you build your codes - covered in how to create and modify QC status codes. And to see how categories sit inside the full evaluation flow, read the quality-control guide.

Four categories, four actions: approve, reject, void, finalize. Once your codes map cleanly onto them, your reviewers can pick a label and trust the system to do the right thing. VICIfast runs a managed VICIdial box with the QC categories ready to configure, live in under 40 seconds. See our plans and pricing.