How to order and activate QC checkpoints

Two of the six fields on a QC checkpoint control how it appears rather than how it scores: Order and Active. Order decides the position on the evaluation screen. Active decides whether the checkpoint is shown at all. Neither affects the points, but both shape what a reviewer actually sees when they grade a call.

Order: the sequence on screen

Order is the number that sets where each checkpoint sits, top to bottom, on the QC display screen. The reviewer reads the checkpoints in that sequence. A sensible order follows the shape of the call — greeting first, then verification, then the pitch, then the close — so the reviewer can grade in step with the Call recording instead of jumping around.

Order only changes display position. It has nothing to do with how much a checkpoint is worth or whether the call passes. Reorder freely to make the review flow read naturally.

Active: shown or hidden

Active is a simple on/off for each checkpoint. When a checkpoint is deactivated, it does not appear on the QC evaluation page even though it still lives on the scorecard. This is handy when you want to retire a checkpoint without deleting it, or pause one while you rework its wording.

That retroactivity rule matters. A claimed call carries a snapshot of the checkpoints it was claimed with. Any change to Active — or to the scorecard at large — only reaches calls claimed after the change. Already-claimed work keeps its old layout until released and re-claimed.

How a change reaches a call

flowchart TD
  A[Change Order or Active] --> B{Call already claimed?}
  B -->|No| C[New claim shows updated checkpoints]
  B -->|Yes| D[Claimed call keeps old layout]
  D --> E[Release the call]
  E --> F[Re-claim the call]
  F --> C

Setting both fields

You set Order and Active on the MODIFY screen for a scorecard, where existing checkpoints appear with an ADD NEW CHECKPOINT form. For a new checkpoint, set the values in the form and click the green ADD button. For a checkpoint that already exists, change Order or toggle Active right on the row — the change saves itself, with no submit button.

Order and Active behave the same no matter which entity the scorecard is tied to — a Campaign, a list, or an Ingroup. And they only matter once a call is eligible for review, which still depends on the call's Disposition matching a QC status template. On the display screen, each active checkpoint shows in its Order with a score box and a comment box, both auto-saving as the reviewer fills them in.

For the full picture of how checkpoints build into a scorecard and a review queue, read the VICIdial quality control overview. For what every checkpoint field does, including the four beyond Order and Active, see what each QC checkpoint field means.

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