What Routing Means
Routing is how Voyc determines which path a conversation most likely followed in your scorecard. Each route represents a possible version of the call, shaped by what was said and the context of the interaction.
Think of it as Voyc’s way of adapting to real conversations. Not every call follows the same script. An agent might ask “Would you be interested in Option A, Option B, or Option C?” The conversation could continue in different directions depending on which option the customer responds with. The same applies if a call follows different flows for inbound and outbound interactions.
Routing matters because it allows Voyc to interpret each call in the context of how it most likely unfolded. Without it, every conversation would be graded in exactly the same way, even when the dialogue took a completely different direction. With routing, your scorecard becomes adaptable, responding to the cues and patterns within each conversation to identify the most probable path.
How Routing Works in a Scorecard
Imagine you are driving from your home to a town 30 minutes away. There may be several routes you could take to get there, but you would weigh up a few factors before deciding which feels best. Things like distance, road quality or whether your favourite coffee stop is along the way. While driving, you would follow the plan, the road and the signs, checking your progress at each checkpoint.
Now think of your Voyc scorecard as the visual map of every possible route a conversation could take to reach a conversation score. The connections between nodes are the roads, the nodes and keywords are the checkpoints and the branches, attributes and conditions* are the road signs that guide Voyc along the way.
Voyc analyses every possible route your scorecard contains and gives each one a routing score. This is not the same as the conversation score. It is an internal calculation that helps Voyc decide which route the conversation most likely followed.
Here is what influences the routing score:
A positive score is added when a phrase or keyword is found in a node.
The positive score increases when several nodes in a row are found. The more nodes in sequence, the stronger the score, as it suggests the conversation followed the expected order.
The score decreases when a phrase or keyword is not found in a node.
The score increases significantly when an attribute or condition matches a route.
The score decreases significantly when an attribute or condition does not match a route.
💡 Tip: Adding attributes and conditions into an Option node on your scorecard improves routing accuracy because they strongly influence which route Voyc selects when grading conversations.
What if Voyc Gets the Score for Two Routes?
If Voyc determines that two routes have the same routing score, it will choose the longest route. This is intentional. We would rather err on the side of caution when it comes to compliance. For example, if two routes have equal routing scores, but one has six nodes and the other three, Voyc will choose the longer route. This helps avoid missing potential compliance checks if the conversation simply performed poorly rather than following a shorter path.
*Scorecard Conditions are a new feature (available on request) that let you add conditional keywords or phrases to an Option node on your scorecard. This allows you to create branches that adapt based on how a customer responds to a question.
This is just the beginning. Conditions will soon go beyond keywords and phrases to respond to a wider range of conversation details.
The Gist
Routing helps Voyc identify which path a conversation most likely followed in your scorecard. It analyses phrases, attributes and conditions together to understand the context of each call. This makes your scorecards adaptable and ensures grading aligns more closely with how real conversations unfold.