What is Phone Health?
Phone Health is a monitoring system that analyzes the reputation of phone numbers assigned to your agents. It helps you identify numbers being marked as spam and take preventive action.Numbers marked as spam have significantly lower answer rates. Keeping numbers “healthy” is crucial for campaign success.
Phone Health Indicator
In the agents list, each agent with assigned numbers shows an indicator:Indicator Colors
| Color | Meaning | Affected Numbers |
|---|---|---|
| 🟢 Green | Healthy | 0 numbers affected |
| 🟡 Yellow | Attention | 1-2 numbers affected |
| 🟠 Orange | Warning | 3-5 numbers affected |
| 🔴 Red | Critical | 6+ numbers affected |
View Phone Health Report
To view the detailed report:- Find the agent in the list
- Click the signal/antenna icon next to the name
- The Phone Health Report modal opens
Report Content
Summary
The report shows three main metrics:| Metric | Description |
|---|---|
| Total Numbers | Number of numbers assigned to the agent |
| Healthy Numbers | Numbers without spam issues |
| Spam Numbers | Numbers with high spam ratio |
Spam Threshold
Detailed Analysis
The table shows each number with:| Column | Description |
|---|---|
| Phone Number | The phone number |
| Status | Healthy, Warning, or Spam |
| Total Calls | Total calls made |
| Spam Calls | Calls marked as spam |
| Completed Calls | Successfully completed calls |
| Spam Ratio | Spam percentage (with visual bar) |
Number Statuses
| Status | Spam Ratio | Description |
|---|---|---|
| 🟢 Healthy | Less than 50% | Number is performing well |
| 🟡 Warning | 50% - 70% | Take preventive action |
| 🔴 Spam | Above 70% | Number should be replaced |
Available Actions
Swap Number
For numbers with Warning or Spam status, you can swap them for a new number:- Click the Swap button next to the number
- The system finds an available number
- Confirm the swap
- The old number is automatically unlinked
Disconnect Number
To remove a number without replacing it:- Click the Disconnect button
- Confirm the action
- The number remains available but unassigned
- You want to reduce the agent’s number count
- The number has severe issues
- You’ll request a new number manually
Best Practices
Preventing Spam
Warning Signs
Watch for:- Declining answer rates
- Calls ending very quickly
- Sudden increase in spam ratio
- Customers mentioning they blocked the number
How Spam Ratio is Calculated
- Direct user reports to carriers
- Public spam databases
- Extremely short duration (< 3 seconds)
- Systematic rejection patterns
Top Performer Number
In the report, the best-performing number is marked with:FAQ
How often is Phone Health updated?
How often is Phone Health updated?
Data is updated every hour. The indicator in the agents list reflects the latest available analysis.
Can I recover a number after swapping?
Can I recover a number after swapping?
Not automatically. Once swapped, the number is unlinked. Contact support if you need to recover it.
What happens to active calls during a Swap?
What happens to active calls during a Swap?
Active calls are not interrupted. The change applies only to new calls.
Why does my new number already have spam?
Why does my new number already have spam?
New numbers may inherit history from previous owners. If this happens, contact support.