VICIdial Quality Assurance Scoring with Call Recordings

Quality assurance is where good call centers separate from great ones. You can optimize your dialer settings, tune your lead lists, and hire the best agents, but without a systematic QA process that scores calls, identifies coaching opportunities, and tracks improvement over time, you are flying blind. VICIdial includes robust call recording capabilities out of the box, but turning those recordings into an actionable QA workflow requires deliberate configuration and process design. This guide covers the full QA pipeline: setting up recording in VICIdial, designing scorecards that actually improve performance, efficiently searching and reviewing recordings, automating quality flagging, building a coaching process around scores, and meeting compliance recording requirements. Setting Up Call Recording in VICIdial VICIdial supports multiple recording methods, each with different trade-offs for quality, storage, and resource usage. Recording Methods VICIdial offers three recording approache