---
title: Calls Quality Report
slug: contact-center/calls-quality-report
docTags: 
createdAt: 2025-10-21T14:49:13.416Z
---

### Overview

The **Calls Quality Report** provides detailed information about all **scored calls** within a campaign.

It consolidates the data of **Quality Analysts’ (QA) reviews**, including **call details**, **review metadata**, and **assigned scores**, allowing supervisors and QA teams to track agent performance, identify training needs, and monitor compliance against quality benchmarks.

Each row in this report represents a **scored call review**. It enables leadership to assess **quality trends** across users, campaigns, and QA reviewers.

### Purpose

Use this report to:

- Track **quality evaluations** across campaigns and agents.
- Review the **scoring distribution** and **performance trends** over time.
- Identify **low-scoring interactions** for coaching and corrective actions.
- Monitor QA **reviewer performance** and **timeliness** of call evaluations.
- Ensure **quality compliance** and **standardization** across different campaigns.

### Report Fields

| **Column Name**      | **Column Type** | **Definition**                                                                                                                                                     |
| -------------------- | --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Call ID**          | Mandatory       | Unique identifier of each call. Every call in the system has a distinct Call ID.                                                                                   |
| **Review ID**        | Mandatory       | Unique identifier for each QA review conducted on a call.                                                                                                          |
| **User ID**          | Mandatory       | System-generated ID of the agent who handled the call.                                                                                                             |
| **User Name**        | Optional        | Name of the agent who attended the call.                                                                                                                           |
| **User Type**        | Optional        | Role of the user (e.g., Agent, Supervisor, QA Analyst).                                                                                                            |
| **Campaign ID**      | Optional        | Unique ID of the campaign where the call was handled.                                                                                                              |
| **Campaign Name**    | Mandatory       | Name of the campaign in which the call was handled and reviewed.                                                                                                   |
| **Max Score**        | Mandatory       | Maximum possible QA score for the review, as defined in the QA evaluation form.                                                                                    |
| **Calculated Score** | Mandatory       | The actual score obtained by the agent. If the score falls below a predefined threshold, it is highlighted using **color coding** (e.g., red for below threshold). |
| **Reviewed By**      | Mandatory       | ID of the **Quality Analyst** who reviewed and scored the call.                                                                                                    |
| **Review Time**      | Mandatory       | Timestamp indicating when the QA review was completed.                                                                                                             |

### QA Evaluation Metrics

This section of the report details the parameters used during scoring for each reviewed call.

| **Column Name** | **Column Type** | **Definition**                                                                                                                             |
| --------------- | --------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Min Score**   | Mandatory       | Minimum score possible for a given QA criterion. Applicable for range-based evaluation parameters.                                         |
| **Max Score**   | Mandatory       | Maximum score possible for a given QA criterion. Applicable for range-based evaluation parameters.                                         |
| **Score**       | Mandatory       | The **actual score** assigned by the QA reviewer. For **Boolean** or **Multiple Choice** parameters, this field shows the selected option. |
| **Weightage**   | Mandatory       | Weightage assigned to the criterion as per the QA evaluation form. Helps calculate the **overall weighted QA score**.                      |

### How to Interpret the Report

This report is typically used by **QA Managers** and **Supervisors** to:

- View **who scored** each call and **when**.
- Compare **actual vs. maximum achievable scores**.
- Identify **agents or campaigns** with consistent low QA scores.
- Ensure **objectivity and standardization** in QA assessments.
- Review **reviewer workload and efficiency** across the QA team.

### Example

| **Call ID** | **User Name** | **Campaign Name** | **Max Score** | **Calculated Score** | **Reviewed By** | **Review Time**     |
| ----------- | ------------- | ----------------- | ------------- | -------------------- | --------------- | ------------------- |
| 12456       | Anjali Mehta  | XPrime Outbound   | 100           | 85                   | QA\_103         | 2025-10-14 15:32:21 |
| 12459       | Raj Kumar     | XPrime Inbound    | 100           | 62 *(Flagged)*       | QA\_107         | 2025-10-14 17:45:08 |

**Interpretation:**

- *Anjali Mehta* achieved **85/100**, indicating good performance.
- *Raj Kumar’s* score **62/100** is below the defined threshold, triggering a **flag for review**.
- Both calls were reviewed by different analysts within the same campaign.

### Key Insights Derived

| **Insight**                       | **Description**                                                |
| --------------------------------- | -------------------------------------------------------------- |
| **Average QA Score**              | Measures overall agent performance across all evaluated calls. |
| **Score Variance by QA Reviewer** | Helps ensure scoring consistency between multiple analysts.    |
| **Low Score Patterns**            | Highlights specific behaviors or processes needing retraining. |
| **Review Timeliness**             | Tracks how promptly QA evaluations are completed post-call.    |

###