How per-call QC review works in VICIdial

The current Quality Control system in VICIdial reviews individual calls, not whole leads. That distinction sounds small, but it changes what lands in front of a reviewer. A Lead can have many calls over its life, and QC scores them one call at a time rather than judging the contact as a single unit.

Admins choose what gets audited

Nothing reaches the queue by accident. Ahead of time, an admin pre-selects specific campaigns and specific call statuses for audit. That is done by assigning a QC status template — a comma-separated list of dispositions — and a scorecard to a Campaign, list, or Ingroup. Only calls whose result falls inside that template become eligible for review.

When a call enters the queue

A call shows up for review the moment its Disposition matches a status in the template that applies to it. So the trigger is the Called status of that one call, set when the agent wrapped it up. Set a qualifying status on a QC-enabled campaign and the call funnels into the queue; set a non-qualifying status and nothing happens.

flowchart TD
  A[Agent dispositions a call] --> B{Status in applied QC template}
  B -- No --> C[Call ignored by QC]
  B -- Yes --> D[Call enters QC queue]
  D --> E[Reviewer claims the call]
  E --> F[Score against scorecard]

How this differs from the old approach

The earlier VICIdial QC flow marked the whole lead for review when an agent on a QC-enabled campaign set a QC-enabled status. You worked the lead, not a specific call. The overhaul flipped that: the unit of review is the call itself, with a scorecard of point-weighted checkpoints attached to each one.

The practical payoff is precision. Two calls on the same lead can carry different statuses, different agents, and different recordings, and each can be scored independently. You are no longer forced to make one judgment stand in for an entire history of contacts, which matters when one contact had a great call and a poor one weeks apart.

It also means QC can reach back. Because eligibility rides on the Status (lead status) each call was given rather than the lead's current state, an old call that was dispositioned with a qualifying result stays claimable even after the lead has moved on. The review is anchored to the call that happened, not to where the lead sits today.

Once you understand that calls, not leads, are the unit of work, the rest of the system reads more clearly. For the full setup from features to scorecards, see the quality-control guide, and to wire qualifying statuses onto a campaign, follow applying QC settings to a campaign.

Per-call QC is part of every VICIfast box, ready to configure the moment your server is live in under 40 seconds. See VICIfast plans and pricing.