Pick the window
Run through the shift, once at close of business, or overnight while your dialer is quiet. The schedule is yours to set per campaign.
Call quality assurance for VICIdial
Every call scored, not the two percent you had time for.
Folon connects natively to your VICIdial and reads the recordings already sitting there — in English, Urdu, Punjabi or a mix of them — writes out what was said, works out who said it, and scores the agent against your own campaign checklist. Every score points back to the line it came from.
Request access
hello@folon.app
Call 18402
Campaign Retention — Inbound
Duration 4:12
Language Punjabi / Urdu
Customer
نیٹ بالکل بند اے، صبح توں نئیں چل ریا
net bilkul band ae, subah ton nai chal reha
Agent
جی سر، میں ابھی آپ کا اکاؤنٹ چیک کرتا ہوں
ji sir, main abhi aap ka account check karta hoon
Greeted and identified the companyPass
Verified the account before troubleshootingPass
Walked the customer through the restart stepFail
Confirmed the issue was resolvedPass
Why this failed: the restart step is required by the campaign script and never
appears in the transcript. The agent went from the account check straight to closing.
Score
71 / 100
Example evaluation. Call, campaign and score are illustrative.
Native VICIdial integration
It reads your dialer directly. No exports, no uploads.
Folon talks to VICIdial itself. You do not export CSVs, you do not upload audio by hand, and nobody on your floor changes how they work.
Connects over your VICIdial API
Calls, agents, campaigns, lists and recordings are read straight from the dialer you already run. Setup is a connection detail and an allowlisted IP, not a migration.
Read-only, by design
Folon only reads. It does not dial, does not change dispositions, does not touch leads or lists, and cannot alter anything in your dialer. Your agents see no difference.
Your campaign structure is kept
Scores arrive attached to the campaign, list and agent they belong to — the same names your supervisors already use — so reporting lines up with how your floor is organised.
Recordings that already exist still count
Folon can work through calls you recorded before you signed up, so you start with history behind you instead of an empty dashboard.
Scheduler
Set the hours once. QA runs itself after that.
Quality assurance fails when it depends on someone remembering to do it. Folon pulls new calls from VICIdial on a schedule you set, and the scores are waiting when your supervisors sit down.
Choose what gets pulled
Scope each run by campaign, by date range, or by call length, so short abandoned calls do not fill the queue and the campaigns you care about are never behind.
It recovers on its own
A call that fails to process is retried rather than quietly dropped, and each run records what it covered, so you can tell at a glance that nothing was missed.
What it does
Four things, on every call you record.
Writes out the call
A full transcript, not a summary. Speech in Urdu or Punjabi is also written in Roman script, so anyone on the floor can read it.
Separates the voices
Agent, customer, a second agent after a transfer, and the recorded menu at the start are labelled apart — only what your representative said gets graded.
Scores your checklist
Your campaign's own scripts and policies, not a generic template. Load the documents your supervisors already grade against.
Shows the evidence
Every pass and every fail quotes the line that decided it, so a supervisor can confirm the verdict in seconds — or overturn it.
Languages
Built for how your floor actually talks.
Most quality tools assume one language per call. Real calls switch — an agent opens in Urdu, moves to Punjabi when the customer does, and reads the script in English. Folon handles the call the way it was spoken, and keeps the original wording next to a Roman transliteration.
English
Urdu
Punjabi
Mixed-language calls
Pashto
Sindhi
Others, identified and named
Getting started
Three steps, then it runs on its own.
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Step 01
Connect your VICIdial
Read-only access to the call records and recordings VICIdial already keeps. Nothing on the dialer is changed, and nothing moves for your agents.
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Step 02
Add your campaigns
Load the scripts, policies and checklists for each campaign. These become the rules every call is graded against, and the source each verdict cites.
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Step 03
Set the schedule and review
Choose when calls are pulled. After that, filter by agent, campaign, score, or by the exact rule that failed, and read the evidence behind each one.
Who it is for
Floors where sampling stopped being enough.
Inbound support and retention
Where a missed script step turns into a repeat call, and the cost shows up as handling time rather than a lost sale.
Outbound sales and collections
Where compliance wording is not optional, and one unrecorded breach costs more than a month of QA.
BPOs grading for a client
Where you report quality to someone else, and a score you cannot show evidence for is a score you cannot defend.
Where AI is used
The machine grades. The supervisor decides.
AI models do three jobs here: writing out the call, working out who was speaking, and scoring the conversation against your checklist.
No score is treated as final. Each verdict is shown with the transcript line it came from, so a supervisor can check it instead of taking it on trust, and overturn it when it is wrong. Quality scores affect people's pay and their jobs, so they should be arguable.
Your recordings are not used to train our models. They are processed to score your own calls, and nothing else.
Your data
Call recordings are your customers' voices. We treat them that way.
Audio deleted after 90 days
Recordings are removed automatically 90 days after processing. Transcripts and scores stay, so your reporting history survives without keeping the audio.
Private storage, signed access
Audio is held in private storage and reached only through short-lived signed links. Traffic to and from Folon runs over TLS.
Separated per customer
Your calls, campaign documents and scores are yours. They are never shared with another customer and never pooled.
Full detail, including processing roles and deletion requests, is in the privacy policy.
Questions
What people ask first.
Will this change anything on our dialer?
No. Folon has read access only. It does not dial, change dispositions, edit leads or lists, or alter campaign settings. If our connection drops, your dialer carries on exactly as before.
Can it score calls we recorded before signing up?
Yes. If the recordings are still on your dialer, Folon can work through them, so you begin with real history rather than waiting weeks for data to build up.
What if a score is wrong?
Every verdict carries the transcript line behind it. A supervisor reads the evidence and overturns the verdict if it does not hold.
Our calls switch between Urdu, Punjabi and English mid-sentence. Does that break it?
That is the case Folon was built for. The call is handled as spoken rather than forced into one language, and the original wording is kept beside a Roman transliteration so any supervisor can read it.
Who can see our recordings?
Your own users, and the Folon staff who need access to operate and support the service. Audio sits in private storage reached through short-lived signed links, and is deleted automatically 90 days after processing. The privacy policy sets this out in full.
What does it cost?
Pricing depends on how many calls you record each month and how many campaigns you grade. Tell us your volume in the form below and we will send a figure rather than a brochure.
Request access
Tell us about your floor.
How many agents you run on VICIdial, which campaigns you grade, and what languages your calls are in. That is enough for us to say whether Folon fits — and what it would cost.
Prefer email? Write to hello@folon.app with the same details.