Where routing goes wrong
Lost calls often come from a few boring causes. The buyer’s hours are set in the wrong time zone. A buyer gets more calls at once than their team can answer. A buyer who only wants certain calls gets everything. Or traffic is split by habit, not on purpose.
None of these show up in a campaign total. They show up as calls that never connected.
Five routing rules worth setting
- Set hours in the buyer’s own time zone. A buyer in Denver who closes at 6 pm closes at 6 pm Denver time. Set opening hours, with a time zone, for the buyer and for each of their targets. If either one is closed, that target drops out of the running.
- Cap how many calls a buyer takes at once. A concurrency cap matches the number of live calls to the number of people who can answer them. When a buyer is full, the next call looks elsewhere.
- Match calls to buyers with tags. If a buyer only wants certain calls, put that in a rule instead of an email. Tag rules on buyers and targets keep the wrong calls away from them.
- Split traffic on purpose. When several buyers can take the same calls, give each a split percentage. You decide the share instead of leaving it to whoever was set up first.
- Cap the campaign, too. A daily cap on a campaign stops you sending more calls than your buyers have agreed to take.
Check the route when something looks off
Rules drift. Buyers change hours, add staff or stop answering. When a call didn’t connect, open its routing timeline before you blame the traffic. It shows which checks each buyer passed or failed, and why.
How it works in Callfinix
- Buyers, targets and endpoints in one place. Each target holds its destination, hours, time zone, concurrency cap and calls-per-second cap.
- Eligibility checks on every call. Before a call is routed, each target is checked against its hours, its buyer’s hours, its concurrency and its tag rules. Targets that fail a check are excluded, with the reason recorded.
- Splits per campaign. Attach targets to a campaign with a split percentage, and eligible calls are shared out by those splits.
- A routing timeline for every call and lead. See each stage, from the call arriving to buyer availability, the route decision and the bridge to the buyer, with timing for each step.
- Live capacity. Callfinix tracks live and reserved calls per target, so caps apply to what’s happening right now.
Start with one campaign
Pick your busiest campaign. Check each buyer’s hours and time zone, set a concurrency cap that matches their team, and review the routing timeline on a handful of calls that didn’t connect. That’s usually enough to find the first fix.