How to build a QC scorecard from checkpoints

A QC scorecard is the list of things a reviewer checks while listening to a call. It is not one big setting. It is a stack of small items called checkpoints, and you build the scorecard by adding those checkpoints one at a time. Once a scorecard has at least one checkpoint and is marked active, it becomes available to assign to a campaign, a list, or an ingroup.

A checkpoint is a single thing to grade, like did the Agent read the required disclosure. The reviewer gives each checkpoint a score. Add a few checkpoints and you have a working scorecard.

Start a scorecard

Open the QC Scorecards page under the Quality Control menu. Click ADD NEW SCORECARD. You get a short form with three fields: an ID, a name, and an Active checkbox. Submit it and the new scorecard appears at the top of the list. At this point it has no checkpoints yet, so it cannot be used. An empty scorecard is just a shell.

Add checkpoints

Click MODIFY next to your scorecard. The page shows the scorecard's current checkpoints below the scorecard list, plus an ADD NEW CHECKPOINT form. Fill in the form fields and then click the green ADD button to attach the checkpoint to the scorecard. Each checkpoint has these fields:

• Order — where the checkpoint sits on the evaluation screen, top to bottom.
• Active — whether the checkpoint is shown at all. An inactive checkpoint is hidden from reviewers.
• Checkpoint text — the wording the reviewer reads.
• Points — the highest score this checkpoint can earn.
• Instant kill — if set, this one checkpoint can fail the whole call by itself.
• Admin notes — private notes for admins that the reviewer never sees.

Repeat the form for every checkpoint you want. A typical scorecard might cover the greeting, the disclosure, the verification questions, and the close. Each of those is its own checkpoint with its own point value.

The build flow

flowchart TD
  A[Add new scorecard] --> B[Set ID name active]
  B --> C[Click MODIFY]
  C --> D[Fill ADD NEW CHECKPOINT form]
  D --> E[Click green ADD]
  E --> F{More checkpoints?}
  F -->|Yes| D
  F -->|No| G[Scorecard ready to assign]

Edit and reuse

To change a checkpoint later, just edit its field on the MODIFY screen. Changes save automatically — there is no submit button for an existing checkpoint. Only the ADD NEW CHECKPOINT form needs the green ADD click. Keep in mind that changes are not retroactive: a call already claimed for review keeps the checkpoints it was claimed with. If you change a scorecard after a call is claimed, that call must be released and re-claimed to pick up the new layout.

Once the scorecard is built and active, you assign it to a campaign, list, or ingroup alongside a QC status template. From there, any call with a matching Disposition becomes eligible for review. If you want the bigger picture of how scorecards fit into the whole review system, read the VICIdial quality control overview. For a field-by-field breakdown of what each checkpoint setting does, see QC checkpoint fields explained.

Building scorecards is fiddly the first time, but it is a one-off setup. VICIfast ships a managed, hardened VICIdial box with the QC tooling ready to go, live in under 40 seconds. See our plans and pricing.