Score 100% of calls, not 2%
Traditional QA reviews a handful of calls per agent per week. AI quality scoring runs your rubric on every recording, with transcription, sentiment, and trend analysis that would take a QA team of fifty.
Coverage
100% of recordings
Rubric
Custom per campaign
Signals
Script adherence · sentiment · compliance
What it does
AI quality scoring on every recording
Traditional QA is a sample. Your team listens to five calls per agent per week and hopes it's representative. It isn't. The best agents slip, the worst agents occasionally shine, and the compliance violation that triggers a lawsuit is the one nobody sampled. AI quality scoring changes the math, every recording gets transcribed, scored against your rubric, and surfaced with structured signals: script adherence, sentiment trajectory, keyword coverage, required disclosures, prohibited language. Your supervisors shift from sampling random calls to reviewing the ones the AI flagged.
How it works
AI Quality Scoring in 4 steps
Define the rubric
Script elements, required disclosures, prohibited phrases, outcome-specific criteria. Configurable per campaign.
Every call gets scored
Recording transcribes, AI scores against the rubric, signals attach to the call record. Runs automatically on every call.
Dashboard surfaces outliers
Supervisors see the lowest-scoring calls, the trend by agent, the trend by disposition. Drill into any call to see the flagged timestamps.
Coach from data
'Your team missed the compliance disclosure on 14% of calls last week' is actionable. Sample-based QA can't say that.
Highlights
What makes this different
Runs on your existing recordings
No new capture layer, no parallel recording system. The AI reads what's already in your recording archive.
Catches drift before it costs you
Compliance disclosures creep out of scripts. Objection handling slips. AI QC surfaces it while you can still fix it.
Objective scoring across agents
Human QA has reviewer variance. AI scoring is consistent, same rubric, same transcript, same score every time.
Why it's cutting edge
What VICIPanel ai quality scoring does differently
Every call scored, not just 2% sampled
Consistent scoring, no reviewer bias across your QA team
Trend analysis that only becomes possible when you score every call
Integrated with the recording lifecycle, no duplicate storage
Related features
Other things VICIPanel ships
Platform & Admin
Recording Storage
Recordings upload automatically to Cloudflare R2 or S3 after a configurable age, with SHA-256 integrity checksums, retention policies, and legal-hold exemptions.
Telephony Intelligence
Answering Machine Detection
VICIPanel's answering machine detection runs four independent layers, acoustic fingerprinting, native Asterisk AMD, post-call AI verification, and a real-time AGI classifier, with a self-learning template database that improves on every call.
Agent & Supervisor
Supervisor Workspace
Live agent monitoring with listen / whisper / barge, coaching notes tied to specific calls, team dashboards, and structured coaching workflows.
See it running on your VICIdial
The live demo runs on real VICIdial data. Try everything above — instant credentials, no signup, no sales call.