Skip to main content
A QA result is the review outcome for a call covered by an active scorecard. It tells you the call status, the overall score when the call can be scored, and the compliance status attached to the signed record.

​
Result status

A QA result can use these status values:

​
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.
Do not treat a null score as a failed score or a perfect score. It means the call did not receive a numeric score.

​
Compliance status

The compliance status is separate from the result status. It can be: not_evaluated is used when a result is unscored.

​
Not applicable and error

1

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.
2

Error

error means a transient judge failure occurred. The review is auto-retried.

​
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 marked not_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.
QA results are evidence and provenance, not a legal judgment. They show how a call matched your configured scorecard. They do not make you compliant, prove consent, or replace review by your own counsel.