VICIdial QC Scorecard Explained

A QC status template decides which calls get reviewed. A QC scorecard decides how they get graded. The two work as a pair: the template pulls the calls in, and the scorecard is the form a reviewer fills out for each one. Without a scorecard, there is nothing to score, so even a perfectly built template just produces a queue of calls nobody can grade.

What a scorecard is

A scorecard is a named list of checkpoints, and each checkpoint carries a point value. A checkpoint is a single thing the reviewer judges, like did the Agent give the required disclosure or did they confirm the right contact. As the reviewer listens to the Call recording, they move down the list and award points on each checkpoint up to its maximum, entering any whole number from zero up to that ceiling.

The points add up to a score for the call. That score is how you turn a fuzzy gut feeling about a call into a number you can track, compare across a roster, and trend over time. A scorecard is therefore both a checklist that keeps reviews consistent and a scoring engine that produces a metric you can manage by.

Two rules before it can be used

A scorecard only shows up as an option when you apply quality control settings if it meets both of these conditions at the same time:

• It has at least one checkpoint. An empty scorecard has nothing to score, so VICIdial will not offer it for selection anywhere.
• It is marked Active. A scorecard you have built but left inactive stays out of the selection lists until you switch it on.

flowchart TD
  A[Scorecard] --> B{At least one checkpoint?}
  B -->|No| C[Not selectable]
  B -->|Yes| D{Marked Active?}
  D -->|No| C
  D -->|Yes| E[Selectable when applying QC]
  E --> F[Reviewer scores calls with it]

Where it gets assigned

You attach a scorecard to a Campaign, list, or Ingroup in the same place you attach the QC status template. When a reviewer claims a call, VICIdial picks the most appropriate scorecard for that call based on which entity it belongs to, so the right grading form follows the call automatically. If the same call is eligible under more than one entity, the higher-priority one wins, which keeps grading consistent no matter where the reviewer claimed the call from.

Why one scorecard per use case

It is common to keep more than one scorecard, because a sales call and a support call are not judged on the same things. Build a focused scorecard for each kind of call you review, give the checkpoints clear text, and reviewers spend less time guessing what a point means and more time grading. A short, sharp scorecard beats a long one that tries to cover every call type.

Once you understand the shape of a scorecard, the next step is creating one. That walkthrough is in how to add a QC scorecard. For how scorecards sit alongside templates, claims, and the review screen, see VICIdial quality control explained.

A clear scorecard turns call reviews into numbers your team can act on. VICIfast runs a managed VICIdial box with quality control ready to set up, live in under 40 seconds. See our plans and pricing.