What the four sections of the QC display screen do

Once you claim a QC call, the display screen is where you actually review it. It is organized into four sections, and only one shows at a time — you switch between them with the buttons across the top. Right above those buttons, the page prints which campaign, ingroup, or list the call fits under, so you always know the context you are scoring against.

flowchart LR
  A[QC display screen] --> B[Section 1 Scorecard and playback]
  A --> C[Section 2 Lead information]
  A --> D[Section 3 Callbacks]
  A --> E[Section 4 Read-only log]
  B --> F[FINISH or RELEASE]

Section 1: scorecard and scoring

This is the default view and the heart of the screen. Its header shows the scorecard ID and the recording ID matched to this call. Below that, each active checkpoint appears in order, with a box to enter a score and add comments; both save automatically as you type. Under the checkpoints is a link to play the Call recording, and beneath that the statuses QC can apply when you wrap up, alongside a FINISH button and a red RELEASE button.

Section 2: lead information

The second section shows the standard lead fields for the called Lead, the same data the Agent worked. Edit a standard field here and it saves straight back to the lead automatically. If a QC web form was defined for the campaign, list, or ingroup, its link appears in this section too. Any custom fields show in a frame at the bottom and still need a submit button to save.

Section 3: callbacks

The third section handles callbacks for the lead. If you are also logged into the agent interface in a separate window, a Dial lead link lets you call the contact from here, and changes you make in the agent screen flow back into the QC view once you disposition. Below that, any existing Scheduled callback entries are listed, where you can reassign ownership to a specific user or to ANYONE and adjust the call date and time.

Section 4: the read-only log

The final section is a read-only log of QC activity on this call. It records the date and time, any Status (lead status) changes, and who viewed the call. When a log row changed lead information, the word DETAILS appears on the right, and hovering it reveals exactly what changed. Below the QC log sit the common records — outbound calls to the lead, inbound closer records, and agent log entries — giving you the full call history in one place.

Knowing the four sections turns the QC screen from a wall of controls into a clear workflow. For how claiming feeds into this screen, see claiming a QC call, and for the whole system end to end, see the quality-control guide.

The QC display screen comes ready on every VICIfast box, live in under 40 seconds. See VICIfast plans and pricing.