How VICIdial picks QC settings when they conflict

A single call can belong to several things at once. It runs under a Campaign, it dials a lead from a particular list, and an inbound call lands in an Ingroup. If more than one of those has quality control turned on, VICIdial needs a rule to decide which QC settings actually apply. That rule is a fixed priority order, and it is worth memorizing.

The order: ingroup, then list, then campaign

The priority runs ingroup first, list second, campaign last. When a call qualifies under more than one of these, the higher-priority one wins and its settings are the ones used. An ingroup beats everything. A list beats the campaign it belongs to. The campaign only decides things no list or ingroup has overridden.

• Ingroup — top priority. If an inbound call's ingroup has QC settings, they apply no matter what the list or campaign says.
• List — middle priority. A list's QC settings override the campaign but yield to the ingroup.
• Campaign — lowest priority. The campaign's QC settings are the fallback, used only when nothing above has set its own.

How a conflict resolves

flowchart TD
  A[Call qualifies for QC] --> B{Ingroup has QC settings?}
  B -->|Yes| C[Use ingroup scorecard]
  B -->|No| D{List has QC settings?}
  D -->|Yes| E[Use list scorecard]
  D -->|No| F{Campaign has QC settings?}
  F -->|Yes| G[Use campaign scorecard]
  F -->|No| H[Call is not reviewable]

Why this matters when you claim a call

The priority order does more than pick whether a call is reviewable — it picks which scorecard the reviewer scores it against. When you claim a call, the dialer assigns the scorecard tied to the highest-priority element the call matches, and it does this no matter which claim page you started from. So a call you grab from the QC Calls by Campaign page can still come up with a list's scorecard if that list outranks the campaign. The page you click from does not change the answer; the priority order does.

Knowing the order also tells you where to put a change. If you want one Lead list reviewed more strictly than the rest of its campaign, you set QC on that list and the priority rule makes it stick. The same logic applies to a single inbound group with its own Disposition rules and Status (lead status) choices.

Putting the order to work

The practical upshot is that you choose where a QC rule lives based on how wide you want it to reach. Want every call on a project reviewed the same way? Set it on the campaign and leave the lists and ingroups alone. Want one slice handled differently? Set it on the narrower element and let the priority order push the campaign aside for that slice only. You never have to fight the order — you place the setting where the order will make it win.

It also pays to know the order before you start claiming, because the same rule decides which scorecard a reviewer gets handed. A call grabbed from one claim page can open with another element's scorecard if that element outranks the one you clicked from.

To see that play out at claim time, read how to claim a call in the QC queue in our claim walkthrough, and for the full system context start with the VICIdial quality control overview.

Once you internalize ingroup over list over campaign, most QC surprises stop being surprises. VICIfast runs a managed VICIdial box where QC is set up and ready, live in under 40 seconds. See our plans and pricing.