What the QC Claim Limit setting does

When you review calls in VICIdial's Quality Control system, you claim a call before you score it. Claiming takes ownership of the Call recording so two reviewers do not grade the same call. The "QC Claim Limit" system setting decides how many of those claimed-but-unfinished calls a single reviewer is allowed to hold at one time. It is a small number that quietly keeps the whole review queue healthy.

What the setting controls

QC Claim Limit is a cap on the number of unfinished calls in a single reviewer's queue. A claimed call counts against the limit from the moment it is claimed until the reviewer either finishes it or releases it back to the pool. Once a reviewer hits the limit, they cannot claim another call until they clear one of the ones they are holding.

You set it on the same page as the other QC controls. It lives in Admin, then System Settings, right next to "QC Features enabled" and "QC Expire Days". One number applies across the whole dialer.

Why a limit exists at all

It solves two problems at once. First, it stops one reviewer from grabbing a huge block of calls and sitting on them. Without a cap, an eager Agent could claim everything in the queue, and every claimed call is hidden from everyone else, so the rest of the team sees an empty queue while the work is locked up. Second, it nudges calls to get handled promptly. If a reviewer can only hold a few at a time, they have to finish work to take on more, so claimed calls keep moving instead of going stale.

How a claim moves against the limit

flowchart TD
  A[Reviewer opens QC queue] --> B{Held calls below limit?}
  B -- Yes --> C[Claim a call]
  C --> D[Score the call]
  D --> E{Finish or release?}
  E -- Finish --> F[Slot freed]
  E -- Release --> G[Call returns to pool]
  G --> F
  F --> A
  B -- No --> H[Must finish one before claiming more]

When a reviewer opens one of the QC call lists, VICIdial checks how many unfinished calls they already hold. If that count is below the QC Claim Limit, the available calls under that campaign, list, or Ingroup are shown so they can claim one. If they are already at the limit, they only see the calls they are holding, and they have to finish or release one before claiming anything new.

Picking a number that works

• Set it too low and reviewers feel boxed in. If they want to skim several calls before committing to score them, a tiny limit gets in the way.
• Set it too high and you lose the protection entirely. One reviewer can effectively drain the queue, and calls sit claimed and unworked.
• A small handful per reviewer is a sensible starting point. Watch how fast claimed calls actually get finished, then adjust. The right number depends on your team size and how many calls flow into review each day.

QC Claim Limit pairs naturally with the setting next to it. Where the claim limit governs held calls, QC Expire Days controls how long unclaimed calls wait before they drop out of the queue. For how both settings fit the bigger picture, see the guide to VICIdial Quality Control.

Tuning these knobs is the kind of thing that is easy once the dialer is up and running cleanly. VICIfast hands you a managed, hardened VICIdial box ready to configure, live in under 40 seconds. See our plans and pricing.