How to finish a call in Quality Control

When you have scored every checkpoint on a claimed call and you are happy with the result, the green FINISH button closes it out. Finishing is the deliberate end of a review — it is what turns a half-scored call into a completed evaluation that shows up in reporting. It is worth understanding exactly what that one click commits before you press it.

What FINISH actually does

The FINISH button sits beneath the recording link, next to the list of QC statuses you can apply. You select the status that describes the call, then click FINISH. That action commits your scores, applies the chosen Status (lead status) to the record, marks the call as finished, and takes you back to the Quality Control section in the admin. The call leaves your claimed queue, which frees up a slot under your claim limit so you can take the next one.

When to finish vs keep working

Finish only when the evaluation is genuinely complete: every active checkpoint has a number, you have listened to the Call recording for anything you were unsure of, and you have settled the outcome. If you still need to check another call to the same Lead, or you are waiting on a second opinion, leave it claimed. A claimed-but-unfinished call sits safely in your queue with its scores intact, so there is no rush to finish before you are confident.

Where finished calls go

stateDiagram-v2
  [*] --> Available
  Available --> Claimed: reviewer claims
  Claimed --> Scoring: enter points
  Scoring --> Finished: click FINISH
  Scoring --> Available: click RELEASE
  Finished --> [*]: shows in QC Report

A finished call carries a finish date — the moment you marked it done. That date is more than a timestamp: the Quality Control Report can filter on it. Run the report with a finish-date range and it shows only calls reviewers actually completed, dropping any that are still sitting unfinished in the queue. That makes the finish date the clean way to measure review throughput for a week or a month. Each finished call lists its checkpoint scores and the Agent who made the original call, so the report ties the score back to a person and a Campaign.

The contrast with the red RELEASE button is worth keeping straight: FINISH commits and closes; RELEASE hands the call back unfinished and wipes the scores you started. If you finished a call you should have released, you have to re-claim and redo it. To understand what the checkpoint scores you are committing actually mean, see how a QC scorecard works, and for the full picture of how QC fits together, read the quality-control guide.

A QC workflow is only as good as the box it runs on. VICIfast gives you a managed VICIdial server with the reporting ready to go, live in under 40 seconds. See our plans and pricing.