▸What This Document Covers
This notice is designed to help you understand how our call routing works — in layman's terms, how we make decisions on how and who to route calls to. While there are a lot of internal complexities and algorithms that make this possible, this document helps you, the agent, understand what's happening when you receive a call from Crankshaft.
To start, there are 3 modes of operation: Active, Paused, and Turbo. Understanding which mode you're in — and when to use each — is the most important thing you can do to maximise your lead flow.
✓Active
When you are Active, you are entered into the queue for the next available call. This means:
- You are within your configured working schedule
- Our system considers you eligible for the next routed lead
- Once a call has been analysed and passes our strict quality criteria, you may be selected as one of the agents to receive it
This is the standard mode. When you're ready to take calls, you should be Active.
Our algorithm prioritises agents who consistently answer and accept calls. The more active you are, the higher your likelihood of being selected next.
‖Paused
When you are Paused, you are removed from the call queue entirely. Use this when:
- You are already on another call
- You are on a break
- You are temporarily unavailable for any reason
Don't forget to un-pause when you return. Your schedule dictates when you are automatically put back into the loop — but a manual pause overrides this and must be turned off by you. Leaving yourself on Pause at the end of the day means you won't be in the queue when your next shift begins.
◆Turbo
Turbo is a premium mode for agents who want maximum, uncontested lead access. In Turbo:
- There is no race — if our algorithm selects you as the optimal agent, the lead is yours exclusively
- No other agents are called at the same time
- You will be charged for the lead whether or not you pick up the call
Be ready the moment your phone rings on Turbo. There is no second chance and no refund if you miss the call. Only enable Turbo when you are fully available and ready to close.
◎Active Mode: How The Call Flow Works
In Active mode, once a call has passed our quality assessment, our algorithm selects the next eligible agents from the queue. To maximise the chance the call gets answered, 3 agents are called simultaneously — whoever picks up and presses "1" first wins the lead.
Below is an annotated example of a real call routing flow:
Call ID: xxxx-xxxx-xxxx-xxxx
Closer Routing Start
Queue: Alex T. → Jordan K. → Sam M. → Riley J.
Round 1 — Simultaneous calls
🔇 (silence) — Alex T. answered but did not press "1"
Round 2 — Next batch called
💬 Riley J. pressed "1"
📞 Customer Bridged · latency: 3.2s · hold: 45.5s
✓ completed · 18m 45s
In this example, Alex T. was the first to pick up in Round 1 but stayed silent and did not press "1". The system immediately escalated to Round 2, where Riley J. pressed "1" and secured the lead. This is the built-in failsafe — a missed opportunity becomes another agent's gain.
★Key Takeaways
- Speed matters — 3 agents are called at once. The first to press "1" wins. Have your phone ready and don't hesitate.
- Silence = forfeit — Answering the call but not pressing "1" counts as a miss. The lead moves on immediately.
- You may get a second shot — In markets with fewer licensed agents, if the first winner doesn't press "1", you could be in the next batch.
- Stay Active, stay hungry — Our algorithm gives priority to agents with strong pickup rates. Consistently answering lifts your position in future routing rounds.
- Need a break? — Hit Pause. Just remember to turn it off when you're back.
- Want guaranteed leads? — Enable Turbo for exclusive, no-race routing. Just be ready — you're charged whether or not you answer.
Questions? Contact us at sales@crankshaft.ai
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