VICIdial QC Status Template Explained

Quality control in VICIdial only works on the calls you point it at. The thing that decides which calls get pointed at is the QC status template. It is a short list of call outcomes, and any call that ends with one of those outcomes becomes eligible for review. Get the list right and reviewers see the right calls. Get it wrong and they either drown in noise or miss the calls that actually matter. So while the template looks like a trivial bit of config, it quietly sets the boundary of your entire review program.

What the template actually holds

A QC status template is just a comma-delimited list of dispositions. A Disposition is the outcome an Agent picks when a call ends, like SALE, NI for not interested, or DNC for do not call. The template names which of those outcomes you care about reviewing. There is nothing more to it than the list itself. No scoring rules, no weights, no schedule. It answers one question: which call outcomes are worth a second pair of ears.

Under the hood the template is stored as a settings container of the type QC_TEMPLATE. A settings container is a reusable bundle of settings that you create once and then attach in several places. Because the template lives in its own container, you build it a single time and select it anywhere a status template can be set. That reuse is the point: one well-built template can govern review across many campaigns instead of being re-typed for each.

How a call gets into the QC queue

Two things have to line up. First, the QC template and a scorecard must be assigned to the Campaign, list, or Ingroup the call belongs to. Second, the call has to finish with a Status (lead status) that appears in that template. When both are true, the call drops into the quality control queue and waits to be claimed by a reviewer. Miss either condition and the call simply never surfaces, even if it was a textbook example of the kind of call you meant to check.

The check happens against the final outcome of the call, not the current state of the Lead. So a lead whose status was changed later can still surface for review, as long as a past call on that lead was dispositioned with an outcome the template lists. Review is per-call, and the template is the filter that decides which calls count. This is why you can audit a sale from last week even after the lead has been re-dialed and re-dispositioned since.

flowchart TD
  A[Call ends] --> B[Agent sets disposition]
  B --> C{Disposition in QC template?}
  C -->|No| D[Call ignored by QC]
  C -->|Yes| E{Template applied to campaign list or ingroup?}
  E -->|No| D
  E -->|Yes| F[Call enters QC queue]
  F --> G[Reviewer can claim it]

Choosing the right dispositions

• Sales and conversions are the usual first pick, because a miskeyed SALE is expensive and worth a second look before it ships down the pipeline.
• Compliance-sensitive outcomes belong here too, since those are the calls a regulator or a client would ask to hear.
• Coaching outcomes can earn a spot if you want to review how agents handle rejections, not only wins.
• Avoid stuffing in noise like busy or no-answer outcomes. There is nothing to review on a call that never connected, and the volume will bury the calls that matter.

It helps to start small. Begin with one or two high-value outcomes, watch the queue volume for a week, then widen the list once you know reviewers can keep up. A template that is too broad on day one tends to get ignored, because nobody can clear a queue that fills faster than they can listen.

Once the template is built, the next job is actually creating that QC_TEMPLATE container so VICIdial can use it. For the full sequence from system setting to claiming calls, our walkthrough is in how to set up VICIdial QC step by step. For the wider picture of how status templates, scorecards, and claims fit together, start with VICIdial quality control explained.

A well-scoped QC template keeps reviewers focused on the calls that move the numbers and meet your rules. VICIfast ships a managed, hardened VICIdial box with quality control ready to configure, live in under 40 seconds. See our plans and pricing.