CONTENTS
What sampling leaves unheardHow it works on VICIdialWhat goes on the scorecardWhat you get backWhat it costsGetting the most from your first week- VICIdial call QA means checking your recorded calls against a written scorecard. Done by hand, it usually reaches about 2 calls in 100.
- You can score all of them from the recordings you already make. Klariqo connects through VICIdial's non-agent API with read-only access, in about 10 minutes, with no SIP work and no downtime.
- Every result shows its evidence and comes back on a signed Klariqo Call Record, for $0.05 a call.
Your QA person has a spreadsheet and a headset. On a good week they get through a stack of calls, score them, and hand you a number. That number describes the calls they heard, and your buyer treats it as the whole floor.
VICIdial call QA is the practice of reviewing a floor's recorded calls against a written scorecard of what agents must say and must not say. The scorecard was never the weak part. Your team can only listen to so many calls in a day, and agent turnover means the people you most need to hear are the newest ones.
What sampling leaves unheard
Say your floor makes 4,000 recorded calls a month. Here's what each approach looks like at that volume.
| Manual sampling | Speech analytics suite | Klariqo Call QA on VICIdial | |
|---|---|---|---|
| Calls reviewed | About 80 (2%) | All in scope | All recorded calls that had a conversation |
| Setup | A person and a spreadsheet | A vendor project | Read-only API login, about 10 minutes |
| Priced by | QA salaries | Usually per seat | Per call: $0.05, about $200 at this volume |
| Evidence | Reviewer's notes | A score in the vendor's dashboard | Each check tied to the call, on a signed record |
| What your buyer can check | Your word | Your export | The record itself, with no account |
The 3,920 calls nobody heard are where a transfer gets oversold or a recording notice gets skipped by someone in their second week. When a buyer disputes a batch, you need those calls.
How it works on VICIdial
Klariqo reads your recordings after the call through VICIdial's built-in non-agent API. Agents do nothing differently, and nothing sits in the call path.
- Check your campaign recording setting. QA scores recordings, so your campaigns need to be recording calls.
ALLFORCEgives you the fullest coverage. - Create an API user. It needs API access and permission to view reports and lead information. Klariqo only calls read functions, and it never writes to your dialer. If you restrict by IP, allow the address shown on the setup screen.
- Connect and test. Enter your VICIdial address and API user, then run the connection test. It confirms the login works and that a recording actually downloads, and it tells you which step to fix if something's blocked.
- Write your scorecard. More on this below.
- Turn QA on. It's a switch on the Billing page, so nobody has to book a call with us. Add a balance, and every call received from then on gets reviewed.
Your dialer admin can read the connection docs before saying yes.
What goes on the scorecard
A scorecard is a list in your own words, split in two: what must be said and what must not be said. Mark a check Critical and a miss fails the call, whatever the overall score.
Here's a short one for personal injury intake:
Must be said
- The recording notice, in the first 30 seconds (Critical)
- The case review is free
- Ask the date of the accident
Must not be said
- Any payout amount or estimate (Critical)
- "You definitely have a case"
Start with five to ten checks, built from the things that have actually cost you money: the disclosure your buyer audits, the promise that got a transfer rejected, the line new agents love to improvise. You can add more once you've seen a week of results.
What you get back
Every scored call gets a number from 0 to 100, a one-line summary, and the evidence behind each result, so a manager can go straight to the moment that failed. Calls that need attention sit at the top of your Reviews list.
Calls with no customer conversation don't get a score, so they stay out of your averages, and you only pay for QA on a call that gets one.
Each result is attached to a Klariqo Call Record: a signed record of the call, carrying an independent RFC 3161 timestamp from DigiCert. Change one byte and the signature breaks. So when a buyer questions a call, you send the record and they check it themselves with no account. To see that happen, change one word in a signed call and run the check.
What it costs
Call QA is $0.05 a call, and that includes the record, so there's never a second charge. The first 5 minutes of a call are included, then it's $0.01 a minute. Calls of 10 to 30 seconds are half price, and calls under 10 seconds are free. There are no seats and no contract.
If you only want the signed record for now, your first 10,000 recorded calls get theirs free, with no card. See the pricing page for the full list.
Getting the most from your first week
Use dual-channel recordings where you can. Klariqo works out which speaker is the agent, and separate channels make that sharper than a mono mix.
Read the failures before the averages. A floor average of 88 feels fine until you open the critical misses and find the same two new agents in all of them.
If you run VICIdial, connect it and start here. Your first 10,000 recorded calls get a free record while you write your scorecard.
Questions people ask
Do I need to change my VICIdial setup to run call QA?
No. Klariqo reads your existing recordings through VICIdial's non-agent API using read-only access. There's no SIP work, no agent change and no downtime.
How long does setup take?
About 10 minutes, with your VICIdial address and an API user ready. Writing your first scorecard is the part worth spending extra time on.
Does it score human agents or only AI calls?
Both. The same scorecard works for human-agent calls and AI calls, so you have one set of rules across the floor.
Can I use my own QA rules?
Yes. The scorecard is yours: what must be said, what must not be said, and which checks are Critical. You can change it whenever your scripts or buyers change.
How much does VICIdial call QA cost?
$0.05 a call with the first 5 minutes included, then $0.01 a minute. The signed record is included, and you turn QA on yourself from the Billing page.
Can my buyer check the results?
They can check the signed record for any call at verify.klariqo.com, with no account and no login. You choose which records to send them.
