How VICIdial assigns a scorecard when you claim a call

You do not choose the scorecard for a QC call. VICIdial picks it for you at the instant you claim, based on which entity the call most strongly belongs to. Knowing the rule saves a lot of confusion when the scorecard you get is not the one you expected from the page you started on.

Priority decides the scorecard

A single call can match QC settings on more than one entity at once. To break the tie, the dialer uses a fixed priority order: ingroup first, then list, then campaign. The scorecard tied to the highest-priority element wins. So a call claimed from the QC Calls by Campaign page can still receive a list's scorecard if that list outranks the Campaign it belongs to.

sequenceDiagram
  participant Reviewer
  participant Dialer
  participant Scorecard
  Reviewer->>Dialer: Click a call to claim
  Dialer->>Dialer: Find highest-priority match
  Note over Dialer: ingroup then list then campaign
  Dialer->>Scorecard: Attach matching scorecard
  Scorecard->>Scorecard: Snapshot active checkpoints
  Scorecard-->>Reviewer: Open evaluation screen

Checkpoints are snapshotted on claim

When the scorecard attaches, its currently active checkpoints are captured onto the claim as they stand at that moment. Each active checkpoint becomes a scored line on the evaluation screen, in the order the scorecard defines. Inactive checkpoints simply do not appear. The header also records which scorecard was attached and the recording matched to the call, so a reviewer can always see what they are scoring against.

It helps to remember that the scorecard follows the call, not the Agent who made it or the reviewer who opens it. Two reviewers claiming two different calls under the same campaign can end up with two different scorecards if those calls match different lists or ingroups. The attachment is decided purely by the call's own membership at claim time.

This snapshot is why editing the scorecard later does not ripple into calls already claimed. Deactivate a checkpoint and it vanishes from new claims, but it stays on calls that were claimed while it was active. Reactivate a checkpoint and the same thing holds: already-claimed calls do not pick it up retroactively. The claim froze the checkpoint set at the moment ownership was taken.

Why release-and-reclaim matters

Say you start scoring a call, then an admin adds a new checkpoint or reactivates an old one on its scorecard. Your open call keeps the checkpoint set it was given at claim time. If you want the updated set, releasing and reclaiming is the only way to pull it in. Plan scorecard edits before reviewers start a batch, so they are not mid-evaluation when the checkpoints shift.

The priority order is the same one that governs every conflicting QC setting, not just scorecards. For the full reasoning, see the QC priority guide, and for how claiming fits the broader system, see the quality-control guide.

Scorecards, checkpoints, and the claim flow all ship configured on a VICIfast box, live in under 40 seconds. See VICIfast plans and pricing.