Quality control
QCFAILQC failed, callback
The quality-control review rejected the call and set it up to be called back.
QCFAIL means a reviewer looked at the call and did not accept it — something was missing, wrong, or not properly confirmed — and the record is queued for a callback rather than counted.
When VICIdial sets it
When a reviewer fails the record in the QC screens. It is set after the agent has finished with the lead, so the agent’s disposition and the QC result tell two halves of the same story.
What to do
- Feed failures back to the agents who caused them, individually and quickly. QC only improves a floor if the people on it hear the results.
- Make sure the callback actually happens. A failed sale that nobody re-contacts is a customer who thinks they bought something.
- Track the fail rate by agent and by reason, not as a single blended number.
- Keep the recording attached to the record. A failure with no audio behind it is an argument waiting to happen.
Related codes
Related status codes
In the glossary
- Disposition
The outcome code an agent records at the end of a call in VICIdial.
- Call recording
Call recording captures the audio of a conversation to a file, so a call can be reviewed later for coaching, quality checks, or compliance.
- Agent
A VICIdial user who logs into the agent screen and handles calls.