Phone Health is the organisation-wide dashboard for how carriers are treating your numbers. It is the screen to check weekly, not the one to check after connect rates have already collapsed.
The headline metrics
| Metric | What it is | Target |
|---|---|---|
| Health Score | Composite score per number | 70+ is performing well; below 50 needs attention |
| Connection Rate | Share of calls that connected | 65%+ is the industry standard |
| Spam Risk | Likelihood of being flagged as spam | Keep under 30; above 60 is high |
| Conversation Rate | Share of connected calls that became conversations | 25%+ is good engagement |
| Active Numbers | Used within the last 7 days | Inactive numbers lose reputation over time |
Spam risk bands
| Band | Score | What to do |
|---|---|---|
| Low | 0–30 | Performing well. |
| Medium | 31–60 | Review practices. |
| High | 61–80 | Monitor closely. |
| Critical | 81–100 | Immediate action required. |
The Spam Risk Distribution panel shows how your numbers spread across these bands. One critical number in a rotation of ten drags the whole rotation, because the people it burns are the same market the others are calling.
Other signals on the page
- High immediate hangup rate — spam filtering is likely. People are not choosing to hang up; their phone is telling them not to answer.
- Short call rate 30%+ — poor reputation.
- STIR/SHAKEN level — Level A is full verification and the best call completion, Level B partial, Level C none. See Compliance centre.
- Peak and low activity hours — where your volume actually sits, which is usually not where you think it sits.
- Mapped Caller IDs — a heat map of which rep dialed from which number, filterable by member. This is how you find the one person burning a number.
Call performance metrics
The performance section defines each number precisely:
- Total Calls Made — outbound calls attempted across all numbers.
- Connected Calls — calls that successfully connected and started ringing.
- Connection Rate — percentage of calls that connected.
- Calls Lasting >10 Seconds — the proxy for a real conversation.
- Conversation Rate — percentage of connected calls over 10 seconds.
- Average Call Duration and Total Call Time.
Quick Spam Check
Run Quick Check does a rapid pass over every number in the organisation and reports numbers checked, alerts found and critical issues. Run it before a big campaign, not after.
The four rules the dashboard keeps repeating
- Maintain a 65%+ connection rate.
- Keep spam risk under 30.
- Use numbers regularly — idle numbers decay.
- Monitor STIR/SHAKEN.
When a number is flagged
- Take it out of rotation in the dialer's source number selector.
- Register it if it is not registered — see Compliance centre.
- Submit it to the Free Caller Registry, which the app links to directly from the phone health guidance. That is the industry-run route to clear a "Spam Likely" label with the analytics providers the carriers use.
- Replace it if the guidance says Replace Immediately. A number with a critical score and a high volume history is not worth rehabilitating.
- Fix the cause. Volume on one number, calls outside local hours, high abandon rate from parallel dialing, and unregistered numbers are the four things that put you here. Replacing the number without changing the behaviour just burns the next one.