The minimum score threshold prevents low-quality calls from reaching your agents. Calls that score below the threshold are rejected before routing — saving agent time and improving overall call quality.
Steps
- 1
Open your campaign
Go to Campaigns and click the campaign you want to configure.
- 2
Set the minimum score threshold
Find the Min Score Threshold field and enter a score value (0–100). Calls that score below this number will not be routed to agents.
- 3
Save
Click Save.
What happens to gated calls
When a call scores below the threshold, the caller hears a message indicating that SureConnect is unable to process the call at this time. The call record is created with the score and reason, so you can review gated calls in the Calls page.
Setting the threshold too high may reject legitimate calls. Start with a lower threshold (e.g., 30) and adjust upward as you analyze your scoring rules' accuracy.
The threshold uses the pre-routing score, which is calculated before the call connects. At this stage, only the caller's state, category, and basic data are available. Duration and transcription-based rules do not apply during pre-routing scoring.