What each QC checkpoint field means

A QC checkpoint is one line item on a scorecard — one thing a reviewer grades while listening to a call. When you add or modify a checkpoint, you see six fields. None of them are complicated on their own, but it helps to know exactly what each one controls before you build a scorecard you plan to reuse.

You reach these fields by clicking MODIFY on a scorecard. The existing checkpoints appear below the scorecard list, and there is an ADD NEW CHECKPOINT form for adding more.

The six fields

Order — this sets the position of the checkpoint on the QC evaluation screen. Lower numbers sit higher. Order does not change the score; it only changes what the reviewer reads first.

Active — this toggles whether the checkpoint shows up at all. A deactivated checkpoint is hidden from the evaluation page. Re-activating it does not retroactively add it to calls a reviewer has already claimed; the call has to be released and re-claimed to pick up the change.

Checkpoint text — the exact wording shown to the reviewer. This is the question they answer, like "Did the agent verify the customer's identity?" Write it plainly so two different reviewers grade it the same way.

Points — the maximum score this checkpoint is worth. The reviewer can enter any whole number from zero up to that maximum. A checkpoint worth 5 lets them enter 0, 1, 2, 3, 4, or 5.

Instant kill — if this is set, the checkpoint can fail the whole QC record on its own, no matter how every other checkpoint scored. It is for hard rules, like skipping a legally required disclosure.

Admin notes — private comments for admins about the checkpoint. The reviewer never sees these. Use them to record why a checkpoint exists or how to interpret it.

Which field controls what

flowchart TD
  A[Checkpoint] --> B[Order = position]
  A --> C[Active = shown or hidden]
  A --> D[Text = what reviewer reads]
  A --> E[Points = max score]
  A --> F[Instant kill = can fail call]
  A --> G[Admin notes = private to admins]

Saving changes

When you add a brand new checkpoint, you fill in the fields and click the green ADD button. When you change a field on a checkpoint that already exists, the change saves on its own — there is no submit button for edits. That difference trips people up: the ADD button is only for the new-checkpoint form.

These six fields work the same whether the scorecard is attached to a Campaign, a list, or an Ingroup. On the evaluation screen, each active checkpoint shows in Order with a score box and a comment box, and both auto-save as the reviewer fills them in. Whether a call even reaches review depends on its Disposition matching a QC status template, which is a separate piece of setup.

For the full picture of how checkpoints add up into a scorecard and a review queue, read the VICIdial quality control overview. To see how to assemble these checkpoints into a working scorecard, see how to build a QC scorecard from checkpoints.

VICIfast runs all of this on a managed, hardened VICIdial box that is live in under 40 seconds. See our plans and pricing.