agc_2-X/docs/QC_PROCESS.txt

QC(Quality Control) process flow					  2008-01-03

** THIS QC FUNCTIONALITY PROSESS IS PLANNED FOR THE 2.0.5 RELEASE **

This will outline the process I have thought through for adding a Quality Assurance(QA) or Quality Control(QC) process to the VICIDIAL system. The objective is to add the following features to make VICIDIAL a more well-rounded product:
- ability to define which statuses/lists are to be able to be QCd per campaign
- ability to give agents permission to QC records for their allowable campaigns
- ability to log all access and changes to QCd records
- creation of some basic reports on QC activity



The back-end process will work like this:
- ADMIN_keepalive_ALL.pl script will look for the 'Q' in the keepalive definition in /etc/astguiclient.conf file. If it is set, it will trigger a script to gather the QC records every five minutes(with a 15 second delay) since the last QC gathering as defined in the system_settings table qc_last_pull_time field(which is populated with the START time of the last QC-pull run).
- There will also be an optional method of pulling QC records available to the QC managers that enables them to specify a date range to pull and insert records
- Selected records from the vicidial_log and vicidial_closer_log tables will be taken and inserted into the qc_vicidial_list_original table and the qc_vicidial_list table at the same time.
- QC agents are then able to run their process starting with the earliest records for their selected campaign/groups
- After QC agents have PASSed, FINISHed and COMMITted the QC records, then they can be exported




The QC agent will login to a new qc.php screen within the agc web directory. They will then have a screen very similar to the vicidial.php login screen(but in a different color) that will have a user/pass to fill in. Then when they login they will see a green screen similar to the vicidial.php inbound(CLOSER-type) screen that will show them their allowable qc in-groups and campaigns. The agent will then choose which in-groups and campaigns that they want to QC the records for and then they will submit and they will be logged-in to the QC system.

Upon login, they will be able to see the count of QC-able records and they can click on a link to bring up the next record to be QCd. 

Each qc_user_level will have different permissions for the qc system:
1- modify nothing
2- modify nothing but status
3- modify everything
4- can check records of other QC agents
5- can view stats on qc system
6- can view finished and non-committed records and alter them
7- Manager level (can do anything including delete QC records)

The qc_stage is a status within QC that tells what is going on with the record:
NONE - record has never been QCd
LOCK_1 - a QC agent is reviewing the record
PASS - QC agent has passed the record
LOCK_2 - a QC agent is reviewing the record for possible finishing
FINISH - record is ready to be processed
COMMIT - QC record is committed to the system and cannot be modified by anyone
DEAD - QC record is old and present for logs only, newer record has taken it's place


The Database Changes:

# This table contains the original lead information before changes
 CREATE TABLE qc_vicidial_list_original (
qc_id INT(9) UNSIGNED AUTO_INCREMENT PRIMARY KEY NOT NULL,
qc_import_date DATETIME,
original_id VARCHAR(20) UNIQUE NOT NULL,
campaign_group_id VARCHAR(20),
modify_date TIMESTAMP,
status VARCHAR(6),
user VARCHAR(20),
closer VARCHAR(20),
vendor_lead_code VARCHAR(20),
source_id VARCHAR(50),
list_id BIGINT(14) UNSIGNED,
phone_code VARCHAR(10),	
phone_number VARCHAR(12),
title VARCHAR(4),
first_name VARCHAR(30),
middle_initial VARCHAR(1),
last_name VARCHAR(30),
address1 VARCHAR(100),
address2 VARCHAR(100),
address3 VARCHAR(100),
city VARCHAR(50),
state VARCHAR(2),
province VARCHAR(50),
postal_code VARCHAR(10),
country_code VARCHAR(3),
gender ENUM('M','F','U') default 'U',
date_of_birth DATE,
alt_phone VARCHAR(12),
email VARCHAR(70),
security_phrase VARCHAR(100),
comments VARCHAR(255),
);

# This table contains the updated QC records
 CREATE TABLE qc_vicidial_list (
qc_id INT(9) UNSIGNED NOT NULL,
lead_id INT(9) UNSIGNED NOT NULL,
original_id VARCHAR(20) NOT NULL,
modify_date TIMESTAMP,
status VARCHAR(6),
qc_status VARCHAR(6),
qc_date DATETIME,
qc_length_in_sec SMALLINT(5) UNSIGNED default '0',
qc_verify_date DATETIME,
qc_verify_length_in_sec SMALLINT(5) UNSIGNED default '0',
qc_comments TEXT,
qc_stage VARCHAR(6),
qc_user VARCHAR(20),
qc_verify_user VARCHAR(20),
qc_code VARCHAR(8),
qc_changed ENUM('0','1') default '0',
user VARCHAR(20),
closer VARCHAR(20),
vendor_lead_code VARCHAR(20),
source_id VARCHAR(50),
list_id BIGINT(14) UNSIGNED,
phone_code VARCHAR(10),	
phone_number VARCHAR(12),
title VARCHAR(4),
first_name VARCHAR(30),
middle_initial VARCHAR(1),
last_name VARCHAR(30),
address1 VARCHAR(100),
address2 VARCHAR(100),
address3 VARCHAR(100),
city VARCHAR(50),
state VARCHAR(2),
province VARCHAR(50),
postal_code VARCHAR(10),
country_code VARCHAR(3),
gender ENUM('M','F','U') default 'U',
date_of_birth DATE,
alt_phone VARCHAR(12),
email VARCHAR(70),
security_phrase VARCHAR(100),
comments VARCHAR(255),
index (qc_id),
index (lead_id),
index (original_id),
index (phone_number),
index (status),
index (qc_stage)
);

# This table contains the session information for qc_agents
 CREATE TABLE qc_agent_sessions (
qc_session_id INT(9) UNSIGNED PRIMARY KEY NOT NULL,
user VARCHAR(20),
qc_user_level INT(2) default '0',
status ENUM('READY','INQC','PAUSED') default 'PAUSED',
qc_id INT(9) UNSIGNED NOT NULL,
lead_id INT(9) UNSIGNED NOT NULL,
selected_inbound_groups TEXT,
selected_campaigns TEXT,
qc_records_today SMALLINT(5) UNSIGNED default '0',
login_time DATETIME,
last_action_time DATETIME,
index(user),
index (last_action_time)
);

# For ability to restrict statuses by user_level per campaign 
 CREATE TABLE qc_allowed_statuses (
status VARCHAR(6) PRIMARY KEY NOT NULL,
qc_user_level INT(2) default '0',
campaign_group_id VARCHAR(20)
);

ALTER TABLE system_settings ADD qc_last_pull_time DATETIME;






# qc codes to be used for statistics
 CREATE TABLE vicidial_qc_codes (
code VARCHAR(8) PRIMARY KEY NOT NULL,
code_name VARCHAR(30)
);

ALTER TABLE vicidial_campaigns ADD qc_web_form_address VARCHAR(255);
ALTER TABLE vicidial_campaigns ADD qc_script VARCHAR(10);

# For the campaigns table, some fields will need to be added to the vicidial_campaigns table:
ALTER TABLE vicidial_campaigns ADD qc_enabled ENUM('Y','N') default 'N';
ALTER TABLE vicidial_campaigns ADD qc_statuses TEXT;
ALTER TABLE vicidial_campaigns ADD qc_lists TEXT;
ALTER TABLE vicidial_campaigns ADD campaign_shift_start_time VARCHAR(4) default '0900';
ALTER TABLE vicidial_campaigns ADD campaign_shift_length VARCHAR(5) default '16:00';
ALTER TABLE vicidial_campaigns ADD campaign_day_start_time VARCHAR(4) default '0100';

# For the in-groups/campaigns QC permissions, some fields will need to be added to the vicidial_user_groups table:
ALTER TABLE vicidial_user_groups ADD qc_allowed_campaigns TEXT;
ALTER TABLE vicidial_user_groups ADD qc_allowed_inbound_groups TEXT;

# For the user QC permissions, some fields will need to be added to the vicidial_users table:
ALTER TABLE vicidial_users ADD qc_enabled ENUM('1','0') default '0';
ALTER TABLE vicidial_users ADD qc_user_level INT(2) default '1';
ALTER TABLE vicidial_users ADD qc_pass ENUM('1','0') default '0';
ALTER TABLE vicidial_users ADD qc_finish ENUM('1','0') default '0';
ALTER TABLE vicidial_users ADD qc_commit ENUM('1','0') default '0';