How checkpoint points work when scoring a call

Every checkpoint on a QC scorecard carries a Points value. That number is the most the checkpoint can earn — its ceiling, not a fixed amount. When a reviewer grades a call, they type in a score for each checkpoint, and the value they enter can be anything from zero up to that ceiling.

So Points is really a maximum. A checkpoint set to 10 lets the reviewer enter 0 through 10. A checkpoint set to 1 is effectively a pass or fail — 0 or 1. The scoring is always whole numbers; there are no decimals or fractions.

Why a maximum, not a flat value

Letting the reviewer choose any number up to the ceiling means partial credit is possible. If the greeting was fine but slightly rushed, a checkpoint worth 5 might score a 3. A hard yes-or-no item — was the disclosure read or not — works better as a checkpoint worth 1, where the only sensible answers are 0 and 1.

This is how you weight a scorecard. The items that matter most get a higher maximum, so they pull more weight in the total. Less critical items get a lower maximum. You are deciding, in advance, how much each part of the call is worth. A scorecard where every checkpoint has the same maximum treats everything as equally important, which is rarely true on a real call.

How a reviewer enters a score

On the QC evaluation screen, each active checkpoint shows in its set order with a score box and a comment box next to it. The reviewer listens to the Call recording, reads the checkpoint text, and types a score in the box. They can add a comment too. Both the score and the comment save automatically as they are entered — there is no submit-the-whole-form step.

Because the score is a free entry up to the maximum, two reviewers can land on different numbers for the same call. That is normal, and the comment box is there to capture why a score was given. Over time, consistent comments are what let you tune the point values: if everyone keeps scoring a checkpoint near its ceiling, it may not be telling you much, and if it swings wildly, the checkpoint text may be too vague.

flowchart TD
  A[Reviewer reads checkpoint] --> B[Listens to recording]
  B --> C[Enter score 0 to max]
  C --> D{Whole number in range?}
  D -->|Yes| E[Score auto-saves]
  D -->|No| C
  E --> F[Add optional comment]
  F --> G[Next checkpoint]

Setting good point values

A few rules of thumb help when you assign points to checkpoints:

• Use a small range for yes-or-no items. A maximum of 1 keeps them clean.
• Use a wider range where partial credit makes sense, like tone or pacing.
• Keep your totals consistent across scorecards so scores compare fairly between an Ingroup and a Campaign.

Remember that points only score the call. They do not decide which calls get reviewed in the first place — that depends on the call's Disposition matching a QC status template applied to the campaign, list, or ingroup. Points come into play only after the call has been claimed for review.

If you want the wider context of how scorecards, checkpoints, and the review queue fit together, read the VICIdial quality control overview. For the one field that can override every score and fail a call outright, see what the Instant kill option does.

VICIfast runs the whole QC stack on a managed, hardened VICIdial box, live in under 40 seconds. See our plans and pricing.