What the Quality Control Report shows

Once your reviewers have been scoring calls for a while, you need one place that answers a simple question: who reviewed what, and how did those calls do? That is the job of the Quality Control Report. It does not score anything itself — it gathers up the calls that have already been evaluated and lays them out so a manager can read the outcomes at a glance.

What each row represents

When you run the report as a web page, each reviewed call gets its own header row. That row carries the details you would expect to identify the call: the date it was originally made, the Agent who placed it, the Campaign it ran under, and the call Status (lead status) the agent dispositioned it with. Alongside those it shows which scorecard was applied during review and the QC result that came out the other end. So in a single line you can see the call, who handled it, where it came from, and the verdict.

Worth keeping straight: the QC result is not the same thing as the Disposition the agent set on the live call. The agent's Called status tells you what happened on the phone — sale, no answer, callback. The QC result tells you what the reviewer decided after listening. A call can be a sale and still fail review.

Opening up a row

The header row is only the summary. Underneath each one the report expands into the individual checkpoints from the scorecard that was used, one row per checkpoint, each with the score the reviewer gave and any comment they left. That is where the report earns its keep — you are not just told a call passed or failed, you can see which parts of the script or compliance steps pulled the score up or down.

How the report is built

flowchart TD
  A[Reviewed calls] --> B[Apply report parameters]
  B --> C{Output format}
  C -->|HTML| D[Header row per call]
  D --> E[Checkpoint rows beneath]
  C -->|CSV| F[One call per row]
  F --> G[Checkpoint data appended]

Exporting to CSV

The same report can be downloaded as a CSV instead of read on screen. The shape changes slightly to fit a spreadsheet: each call becomes a single row, and the checkpoint scores that were stacked underneath in the web view get appended onto the end of that one row instead. That makes the file easy to sort, filter, or pivot — group by Campaign, average a checkpoint across a team, or pull every failed call into its own tab. If you track quality trends month over month, the CSV is what you build that from.

How managers actually use it

Day to day, this is the report a team lead opens to check that reviews are getting done and that scores are not drifting. Because every row ties back to a named Agent, you can roll the results up into Agent performance coaching: spot the rep who keeps missing the same checkpoint, or the new hire whose compliance scores are climbing. The header detail also lets you cross-check against the Call recording when a result looks off, since the report is built from the same evaluated calls your reviewers worked through.

If you want the bigger picture of how scorecards, claiming, and results connect before you read this report, start with the VICIdial quality control overview. And for what the scorecard behind each row is actually made of, see the QC scorecard guide.

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