Overview
The QA Screen shows only the calls that have been given a rating or had a note added to the recording. Unlike Recordings Playback, which shows all calls, this page is filtered to interactions that have already been reviewed — making it the go-to place for QA teams to manage and follow up on assessed calls.
Ratings and notes can be added from Recordings Playback, Coaching, or the dashboard/wallboard CTU widget.
To access it, go to Quality > QA Screen.
Note. The date and time search criteria filter by when the call was made, not when the note or rating was applied.
Searching for records
The default search fields are start date, end date, and phone number. Click the Advanced button next to the search bar to expand additional filter options.
| Filter | Description |
|---|---|
| User | Filter results to calls handled by a specific agent. |
| Campaign | Filter results to calls made or received in a specific campaign. |
| Reference ID | Filter results by the reference ID imported against the lead record. |
| Average rating | Filter results by the average QA rating applied to the call. |
| Exceptions only | When checked, returns only calls that have been flagged as an exception based on the talk time thresholds configured on their result codes. |
| Result code | Filter by a specific result code. The short code is displayed here rather than the full description. |
| Category | Filter by note category. Categories are configured separately and allow notes to be grouped by type — for example, compliance, training, or positive feedback. |
| Rec length | Filter results by recording duration, returning only calls that fall within the specified length range. |
Reviewing a call
Clicking on any entry in the results table automatically starts the call recording playing in the Now Playing pane. Any sections of the recording that have notes attached are highlighted on the timeline, so you can see at a glance where reviewers have flagged points of interest.
Viewing notes
Click the arrow icon next to an agent's name to expand the notes applied to that call recording. This shows each note in sequence alongside who added it.
Clicking on an individual note loads its details in the right-hand panel, showing the note text, rating, and any other information recorded at the time it was added.
Note. Existing notes cannot be edited from this page. They can only be viewed here.
Adding a note
To add a new note to a recording from this page, click Add QA Note on the right-hand side, just below the Now Playing pane. This opens the same note dialogue available in Recordings Playback, allowing you to enter a description, set a rating, and pin the note to a specific point in the recording.