Result status
A QA result can use these status values:| Status | Meaning |
|---|---|
pass | The call passed the scorecard review. |
needs_review | The call needs review. |
fail | The call failed the scorecard review. |
not_applicable | The call could not be graded, such as voicemail or no engagement. |
error | A transient judge failure occurred, and the review is auto-retried. |
Scores
overall_score is a number from 0 to 100 when the call is scored.
null means unscored. It is not a zero. Unscored results are excluded from averages.
Compliance status
The compliance status is separate from the result status. It can be:| Compliance status | Meaning |
|---|---|
pass | The compliance review passed. |
fail | The compliance review failed. |
not_evaluated | The call was unscored. |
not_evaluated is used when a result is unscored.
Not applicable and error
Not applicable
not_applicable means the call could not be graded. This happens for voicemail, or when there is no engagement, defined as fewer than two caller turns. The judge is not called at all.What 100% QA means
“100% QA” means every in-scope call is reviewed. It does not mean every call receives a numeric score. Some calls are reviewed and then markednot_applicable. Some may temporarily show error while the review is retried. Those cases are not the same as a scored call with a zero.
Scorecards
See the operating rules each call is reviewed against.
Verify a vCon
Check the signed record that carries the QA result.