What the read-only QC log section records

The fourth section of the QC display screen is the log section, and it is the one section you only read. Where the scorecard, lead-info, and callbacks sections all let you change things, the log is a history of what already happened to this call. It exists so that a review can be defended later: when someone asks who looked at a call or why an outcome was applied, the answer is sitting right here.

What each log record shows

Each row in the log carries a date and time, any change to the call's Status (lead status) in the QC system, and who viewed the call. That last piece is the accountability backbone — every reviewer who opened the call leaves a footprint. If two people touched the same review, both show up, with timestamps that tell you the order things happened in.

Beneath those QC log records are the common log records: the outbound calls made to this lead, the closer records for inbound activity, and the Agent log entries. Together they let a reviewer see the full history of contact, not just the single call in front of them. That context matters often. A Disposition that looks wrong in isolation can make perfect sense once you can see the three calls that came before it, and a result that looks harsh reads differently when the log shows the agent had already been told the same thing twice. The common records pull that history into one place so you are grading the call against what actually happened, not against a guess.

Why it is read-only

flowchart LR
  A[Reviewer views call] --> B[View event written to log]
  C[Lead info edited] --> D[Record marked DETAILS]
  E[Outcome applied on finish] --> F[Status change written to log]
  B --> G[Read-only log section]
  D --> G
  F --> G
  G --> H[Dispute or audit review later]

A log you could edit would not be worth keeping. The whole point is that the record is fixed: it captures what was done, by whom, and when, and nobody can quietly rewrite it afterward. That is what makes it useful for dispute resolution. If an agent challenges a failing outcome, the log shows the timeline of views, edits, and the final result, and the conversation moves from memory to evidence.

The outcome you applied when you finished the call also lands here as a status change, so the log ties the scoring you did in the first section back to a dated record. If you need a refresher on how outcomes are categorised, see how QC outcomes map to actions in the QC priority guide.

For how the log section sits alongside the other three QC display sections, read the quality-control guide. The log is quiet, but it is the section your floor manager will care about most the day a result is questioned.

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