This guide explains how Callwell’s scoring system works, how timers behave, and what actions impact your performance metrics.
⏱ How the timer works
- The timer only stops when you:
- speak directly to the customer, or
- leave a voicemail message
→ This updates the enquiry’s call history to connected – successful call
- Actions like claiming enquiries or clicking control buttons (no reply, no answer, dealt with) increase your overall score but do not stop the timer
- Claiming all leads—even those with low or zero speed points—helps improve your score, as scoring is cumulative
🕒 Callwell scoring hours
Scoring is only active during these hours:
Monday–Friday: 9:00 am–5:30 pm
Saturday: 9:00 am–2:00 pm
Sunday: Closed
Outside these hours, the timer pauses (the grey circle will still rotate, but time doesn’t count down)
📊 Scoring rules
- The scoring week runs from Monday to Sunday
- This week and this month scores update at midnight
- Scoring is based on the date the lead enters Callwell, not when the call is made
- It may take up to 10 minutes for the system to update after a successful call
- Callwell support cannot manually stop timers or adjust scores
🧠 Timing examples
- Leads received on Sunday and called on Monday will start scoring from 9:00 am Monday
- Actions taken on Monday for Sunday leads will reflect in scoring on Tuesday
- Scores may appear low on Monday but typically improve by Tuesday
🔄 Score reset
- All scores start at zero at the beginning of a new day, week, or month
- If no leads have come in, the score will remain at zero