Analytics & Metrics·Updated Aug 21, 2026
Call Routing
Automatically route every call to the right scorecard and follow-up workflow.
What Call Routing Does
Call Routing is a visual workflow under Configure > Call Routing. It decides which scorecard evaluates each new call and can trigger notifications or manager follow-up from the same route.
If no mapping is published, Kendo continues using the team's existing default scorecard. Publishing changes future routing; it does not silently rewrite historical calls.
Build a Mapping
- 1. Open Configure > Call Routing and select the team you manage
- 2. Start from the current default, choose a proven template, or describe the desired result to the routing copilot
- 3. Add an incoming-source block and connect one or more filter blocks
- 4. Add scorecard assignments and optional notification or follow-up actions
- 5. Add one fallback path so every eligible call has an explicit outcome
- 6. Save the draft, fix validation errors, and test representative calls
- 7. Publish the mapping when the test paths are correct
Available Conditions
Route by call data:
Source, AI-detected call type, meeting title, duration, direction, or internal/customer scope
Rep name, email, or role; participant email, company domain, or count
HubSpot deal stage, pipeline, deal name, deal size, or won status
Customer sentiment, objections, competitors, buying intent, deal risk, or confirmed next steps
Custom metadata supplied by an integration or Push API
Text conditions support equals, contains, starts/ends with, negative matches, and existence checks. Numeric conditions also support greater-than and less-than comparisons.
Assignments and Follow-Up Actions
A matched branch can:
Assign a specific scorecard
Notify through Kendo, Slack, or email when the score falls below a chosen threshold
Request a call review
Create a coaching task
Add a tag to the call
Keep a fallback branch for calls that do not meet any earlier condition. This prevents accidental unscored traffic and makes the live behavior easy to audit.
Test Before Publishing
Use Test mapping with a representative source, call type, title, rep, participants, CRM context, and custom metadata. A test shows the path and outcome without changing production behavior.
Test runs are retained in Runs and marked as simulations. Before publishing, test the expected match, each important alternate branch, and the fallback.
Runs, Versions, and Audit History
The workspace reports evaluated, matched, fallback, unmatched, and simulated runs. Filter by source or outcome, inspect the path for an individual call, and watch for an elevated live unmatched rate.
Every publication creates an immutable version. You can compare versions, restore an earlier release into the draft, or unpublish the active mapping. Audit entries record routing changes for manager review.
Saving uses revision checks. If another administrator changes the draft first, refresh and reconcile the newer version instead of overwriting it.
Permissions and Safe Rollout
Only team Owners and Administrators can edit and publish routing. Other permitted users may be able to inspect the workspace without mutation controls.
For a safe launch, begin with simple source or call-type branches, keep a fallback, test real examples, publish, and monitor Runs before adding conversation-intelligence or CRM conditions.