Call handling rules

Some calls shouldn’t be handled by the first line. They belong with another team, such as retention. Call handling rules keep those calls out of skill averages.

Admins set them under Settings in the Workspace menu. The page decides which calls count toward scores: agent, team and dashboard averages, and generated training.

Write the rules

1. Open Settings.
2. Under Call handling rules, write each rule in plain language in the Rules, in plain language box. Put one rule in each paragraph.
3. Choose Save rules.

For example: “Customers who want a cheaper plan go to the retention team. First line must not offer discounts.”

The AI checks every call against these rules. A call that matches is flagged Should have been transferred, with the AI’s reason. It is left out of the agent’s skill averages and of generated training. See reading a scored call.

Rules apply to calls analysed after you save. Past calls keep the flag they had. If you remove all rules, new calls aren’t checked against any.

If you leave the page with unsaved changes, you are asked whether to discard them.

Teams that handle retention

Some teams exist to take the calls your rules send elsewhere. Under Teams that handle retention, turn on Handles retention calls for each of them. Their matching calls aren’t flagged. They count toward the team’s skill averages like any other call.

With the switch off, the label reads Matching calls are left out.

A switch applies as soon as you flip it. Dashboards for that team will show different numbers, past periods too.

Teams appear here once calls from them have been analysed.