Quality control
QCPASSQC passed
A reviewer checked the call in the quality-control queue and passed it.
VICIdial’s quality-control feature puts finished calls — usually sales — in front of a reviewer before they count. QCPASS is the status a call carries once the reviewer has approved it.
When VICIdial sets it
When a reviewer passes the record in the QC screens. It is a human decision, but not the agent’s: the agent’s own disposition came first, and the QC result lands on the lead afterwards.
What to do
- Decide which number your business runs on — dispositioned sales or QC-passed sales — and use it consistently everywhere.
- Build sale reporting on the sale flag rather than a single code, so a reviewed sale does not vanish from the count.
- Keep QC statuses out of dial statuses. Nobody should be redialing a reviewed sale.
- Report the lag between the sale and the review. A pass that arrives a week later is too late to change anything on the floor.
Related codes
QCFAIL and QCCANC are the other two review outcomes; SALE is the disposition that usually precedes them.
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.