Overview

The purpose of this feature is to improve conversion outcomes by aligning Lead Quality with Agent Performance. When a Lead is ready to buy, the strongest Agents should be the ones engaging them. Success Rate-based Routing ensures top-performing Agents handle all incoming calls, maximizing Conversion Rates across the Campaign.

With Agent Outcome Rate Based Routing, high-priority Leads are automatically routed to top-performing Agents, ensuring that the most sales-ready prospects are routed to those best equipped to handle the call, while lower-priority Leads will be routed to lower-performing Agents.

Contents

Call Routing Method

Determine how calls will be routed to Agents.

• Click the Call Center main menu

• Click the Campaigns menu option

On the Campaign page, open the Campaign Settings by clicking the name of the Campaign or using the Action column drop-down.

On the Campaign Settings page, click the Call Routing & Analysis tab.

In the Call Routing Method field in the Agent Settings section:

• Select Agent Outcome Rate Based Routing, several more fields will open.

Several more fields will open for identifying High-Performing Agents and High Quality Leads.

Agent Outcome Based Routing

With these settings, Admins can configure two critical thresholds:

1. What percentage above average makes an Agent a high performer.

2. How many contacts make a Lead high quality.

• Exclude Priority Contacts
  Priority contacts are routed to top performers and excluded from success rate calculation.

• Calculate Outcome Based On
  Select the metric to calculate agent outcome rates.

  • Transfer Duration 
    (opens when Agent Transfer Rate is selected in the above field)
    A transfer must last at least this many seconds to be counted as successful for the agent.

• Lookback Period
  Number of days to look back for calculating agent rates

• High Performer Threshold
  The top performing agents based on success rate are classified as high performers and receive high-quality leads first.

• High Quality Lead Definition
  Leads contacted this many times or fewer are classified as high quality and prioritized for high-performing agents.

Exclude Priority Contacts

In order to fairly rank the top performing agents the system can exclude priority contacts from the success rate calculation.

Exclude Priority Contacts:

• None - default

• Exclude 1st contact only - best practice

• Exclude 1st and 2nd contacts

• Exclude 1st, 2nd, and 3rd contacts

Excluding early contact attempts (1st–3rd) from success rate calculations ensures fair agent metrics while still directing high-quality Leads to top performers. This helps optimize resource allocation and overall campaign performance.

First contacts are typically easier to convert, reflecting Lead Quality more than Agent Skill. Because the system already routes those high-quality Leads to top Agents, including them in Success Rates can inflate performance and create an uneven distribution of future opportunities.

By excluding early attempts, Success Rates more accurately reflect an Agent’s true conversion ability, not their access to fresh Leads.

• This exclusion applies only to the calculation, not routing; high-priority Leads still go to top performers.

• Admins can configure the exclusion level (none, 1st only, 1st–2nd, or 1st–3rd), with excluding 1st contact only as the recommended best practice.

Calculate Outcome Based On

Select the metric to calculate agent outcome rates:

• Agent Disposition Rate 
  Ranks Agents based on the number of successful call outcomes.

• Agent Transfer Rate
  Agents are ranked based on their Transfer Rate, which measures the percentage of their calls that result in a successful transfer

Tiebreaker Logic:

• If multiple agents have the same Success Rate, the call will be routed to the Agent who has been waiting longest, this ensures fair distribution when success rates are equal.

Agent Disposition Rate

Agent Disposition Rate ranks agents based on the number of successful call outcomes. A success is defined by the Dispositions that are marked as a Success Disposition. The more Success Dispositions an agent records, the higher their rank.

• If an Agent selects the Interested Disposition at the end of a call, that may be counted as a Success.
• For Leads, success can be segmented by contact attempts (e.g., 1st, 2nd, or 3rd contact), allowing performance evaluation based on when the conversion occurs.

the ability to select Dispositions, so the user can decide which Dispositions they are considering successful, to better identify high performing Agents.

Agent Transfer Rate

Agents are ranked based on their Transfer Rate, which measures the percentage of their calls that result in a successful transfer (e.g., a three-way call, the EWCE – 3-Way Call Ended Disposition).

Stronger performers are those who convert a higher percentage of their calls into successful transfers.

• Once all Agents are ranked from highest to lowest Transfer Rate (e.g., 5.6, 5.4, 5.2, etc.), they are grouped into performance tiers.

  • To identify high performers, those performance tiers are defined in the High Performance Threshold with percentiles; Top 10%, Top 25%, or Top 50%.

Transfer Duration

When Agent Transfer Rate is selected for Calculate Outcome Based On the Transfer Duration field will open for identifying the length of time the Transfer call needs to stay on the line in order to be considered for the Transfer Rate calculation.

Rather than counting all three-way calls, only those lasting over a set time are counted.

A Transfer call must last at least this many seconds to be counted as successful for the Agent:

• 120 seconds (two minutes) - default

• 600 seconds (ten minutes)

Lookback Period

The Lookback Period defines how far back the system looks in order to evaluate an Agent’s Performance. Because performance can vary day to day, using a defined window helps provide a more stable and accurate measure.

Number of days to look back for calculating Agent success rates:

• Last 7 days

• Last 14 days

High Performer Threshold

Agents are ranked from highest to lowest based on performance, and then grouped into tiers (e.g., top 25% or top 50%).

These tiers update in real time as more Agents log in through out the day. Because an Agent’s tier can shift throughout the day; an Agent may be a high performer at the start of the day, then move to a lower tier as more Agents log in.

The top performing Agents based on Success Rate are classified as high performers and receive high-quality Leads first.

• Top 10% of agents

• Top 25% of agents

• Top 50% of agents

High Quality Lead Definition

This setting determines which leads are classified as high quality based on how many times they have been contacted. Leads that fall within the selected contact threshold are considered high priority and are automatically routed to high-performing agents first, maximizing the chance of conversion by pairing the best closers with Leads most likely to buy.

• A lower threshold (e.g., first contact only) creates a narrower pool of high-quality Leads, reserving top agents for the freshest opportunities.

• A higher threshold (e.g., up to three contacts) casts a wider net, treating more Leads as high priority.

Leads contacted this many times or fewer are classified as high quality and prioritized for high-performing Agents.

• Is contacted ≤ 1 (first contact only)
  Only first-contact Leads will be classified as high quality.

• Is contacted ≤ 2 (first or second contact)
  Leads on their first or second contact will be classified as high quality.

• Is contacted ≤ 3 (first, second, or third contact)
  Leads on their first, second, or third contact will be classified as high quality.

Convoso’s Best Practice

• Exclude Priority Contacts: Exclude 1st contact only

• Calculate Outcome Based On: Agent Transfer Rate

• Transfer Duration: 120 seconds

• Lookback Period: Last 7 days

• High Performer Threshold: Top 25% of agents

• High Quality Lead Definition: Is contacted ≤ 1 (first contact only)

Fast Facts

• Only Human-answered calls are used to calculate Agent Success Rates.

• Agent Success Rate is ranked based on defined successful Dispositions.

• Success rates are Campaign-specific and update in real-time as Agents log in and start taking calls.

• Contact-based exclusions define desired Lead Quality.

• Initial rankings are based on recent Campaign history (last 100–200 calls, up to 2 weeks).

• Dialing is throttled to generate more high-quality Leads when top Agents are available.

• Overflow handling ensures high-value calls are not dropped.

• High-quality Leads are routed to high-performing Agents first

  • If no high-quality Leads are available, top Agents receive the next available Leads.

• Top performers are always prioritized, even if other Agents have been waiting longer.