How to run the Quality Control Report and read the rows

Running the Quality Control Report is a short job once you know where it lives and which filters matter. This walks through opening it, setting a sensible date range, submitting, and reading the rows it gives back — plus how to pull the data out as a spreadsheet.

Open the report

1. From the admin, go into the Quality Control section.
2. Find the Quality Control Report link in that menu and click it.
3. You land on a parameters page — this is where you narrow down which reviewed calls you want to see.

Set the range and filters

Two date controls do most of the work. The call date range limits the report to calls that were originally placed in that window. The finish date range limits it to calls a reviewer marked finished in that window — and as a bonus, using finish date quietly drops any call that has not been finished yet, so you only see completed reviews. From there you can also narrow by Campaign, by the agents who made the calls, and by the reviewers who scored them.

Submit and read the rows

flowchart TD
  A[Open Quality Control menu] --> B[Click Quality Control Report]
  B --> C[Set call date and finish date]
  C --> D[Pick campaign and agents]
  D --> E[Submit]
  E --> F[Read header rows]
  F --> G[Expand checkpoint scores]
  G --> H[Download CSV]

Submit and the HTML view returns one header row per reviewed call. Read that row left to right: the call date, the Agent who placed it, the Campaign it came from, the call Status (lead status) it was dispositioned with, the scorecard that was applied, and the QC result. Beneath each header sit the checkpoint rows — every checkpoint from that scorecard with its score and any comment the reviewer typed.

Spotting failing checkpoints

This is the part to slow down on. A header that says a call failed only tells you the verdict; the checkpoint rows tell you why. Scan down them for the low or zero scores and read the comment beside each one — that is usually where a missed script line, a compliance slip, or a skipped step shows up. If you flip on the SHOW %'s option, the scores read as percentages, which makes a weak checkpoint easier to catch when scorecards use different point totals. When a result still looks wrong, the call detail lines up with the Call recording so you can listen back and confirm.

Export to CSV

When you want to work the numbers outside the browser, download the CSV. Each reviewed call becomes a single row with its checkpoint scores appended onto the end, so the file drops straight into a spreadsheet. From there it is easy to sort by Agent, pivot scores across a team for Agent performance reviews, or filter out every failed call for follow-up coaching.

Reviews only land in this report once a reviewer claims and finishes a call, so if it looks empty start with how to claim a QC call, and for how QC fits together overall see the VICIdial quality control overview.

VICIfast runs a managed VICIdial box with these reports ready to go, live in under 40 seconds. See our plans and pricing.