Pulse · Practical guide · Author: Victor
Four minutes on the phone might mean a useful inquiry—or three minutes on hold. Agree on what quality means before using duration to judge a call.
Agree the rules upfront
Define service fit, geography, hours and commercial acceptance conditions. Pulse tracks and routes calls; the buyer–publisher agreement defines which calls count commercially. Separate routing checks from post-call review.
Use evidence you actually have
A connection record does not prove purchase intent. Where permitted and available, review the conversation against the same written quality criteria. If evidence is missing, record that gap instead of inventing a quality score.
Keep disagreements traceable
Use clear reason categories and a correction process. Preserve the original delivery event when qualification changes. Apply appropriate access and retention controls to any recordings or transcripts used.
See the journey
- Agree the inquiry and acceptance criteria
- Route the inbound call to an eligible destination
- Collect available connection evidence
- Review relevance against the shared rubric
- Resolve exceptions and reconcile commercial records
In practice
Illustrative example: a caller stays connected for four minutes but asks for a service the buyer does not offer. Another relevant caller completes a clear appointment request in less time. Duration helps describe both calls but should not independently decide their business value.
Try this working example
Use three review results: Accepted: relevant inquiry meeting agreed conditions; Rejected: documented condition not met; Needs review: evidence incomplete. Include reason and reviewer. Billable means chargeable under the agreement; it is not automatically the same as answered or accepted.
Before you launch
Test repeat callers, transfers, existing customers and calls outside the agreed service area. Define how uncertain outcomes are held for review rather than automatically labeled fraudulent or payable.
Measure what matters
Report reviewed acceptance rates and disputes with the same criteria across the reporting period. Separate unreviewed calls from rejected calls.
Should a duration threshold be removed entirely?
Not necessarily. It may be an agreed filter, but it should not be presented as proof of relevance or revenue.
See it with Pulse
Bring a written quality rubric to a Pulse demo and identify which evidence the current deployment can supply for each criterion.
Explore Pulse →Confirm supported features, integrations and limits for your intended setup during a demo.