QC for ingroups only

[dspaan]

We have a project where agents answer calls for various ingroups on a single campaign and want the client to be able to login and screen calls through the Quality Control section. But we don't want the client to be able to see QC results on campaign level or from other QC groups so we have unchecked all allowed campaigns in the usergroup.

The QC feature only seems to work when an admin has access to campaigns and not if they only have access to ingroups. It looks like what we want is not possible, is this correct?

[williamconley]

Ingroups can be allowed on multiple campaigns. It would (theoretically) be possible to register the status on the ingroup rather than the campaign and then enter QC through a different campaign that also had that Ingroup allowed.

Alternately, it's certainly feasible to just segregate QC dispositions/queues by Ingroup OR Campaign and either stop overlapping or create a preference (QC by campaign vs QC by Ingroup). There may be required changes in the vicidial core to make that happen, but I'd have to check. Been a while since we visited QC.

[mflorell]

We're actually working on a rewrite of the QC features in VICIdial as an unpaid development project, and enabling QC for specific In-Groups is one of the features we're building into it. I'm not sure when it will be completed, but we have been working on it for several months as time allows and it is over half done at this point.

[dspaan]

Oh nice. What other features can we expect?

[mflorell]

QC scorecards, something we've had on our list for years, and something that will really help to make QC a much more well-rounded feature set on VICIdial. Also, more reporting options.