Inbound-call performance is easier to improve when partner teams review the same evidence in the same order. A single label such as “good calls” or “bad calls” does not identify whether the problem began with traffic, targeting, routing, qualification, receiving capacity, or reporting.
This worksheet gives publishers, call suppliers, buyers, call centers, and partner managers a repeatable weekly review. It is designed for B2B operations. It does not require customer recordings, personal information, confidential pricing, or private partner terms to be placed in a public document.
Download the 15-signal CSV worksheet. It mirrors the checks below. Teams can keep the completed worksheet private and use the public article as the shared method.
How to use the worksheet
Choose one campaign, one review window, and one time zone. Do not mix several campaigns into a single score. For each signal, record one of three values:
- Confirmed: evidence supports the expected condition.
- Needs review: evidence is incomplete or the result is inconsistent.
- Action required: the observed condition is outside the agreed operating setup.
Add a short evidence reference and assign an owner for every “Needs review” or “Action required” item. The worksheet is most useful when it ends with a small number of specific actions rather than a general quality rating.
A. Traffic and source evidence
1. Source ownership is traceable
The operating team should be able to identify who controls the traffic source and whether any additional supplier is involved. Record the source at the level needed for review: channel, publisher, campaign, placement, or another agreed identifier.
If the source cannot be traced, the team cannot reliably diagnose targeting or creative issues.
2. The source matches the permitted channel
Compare the observed source with the channels approved for the campaign. Search, social, display, referral, and owned media can produce different call behavior. A call should not be treated as compliant merely because it reached the correct destination.
Record any source that is missing from the agreed channel list for private review.
3. The inquiry category matches the advertised intent
Review whether the ad, page, or placement described the same service that the receiving team expected. The goal is alignment, not persuasion. A caller should not arrive with a materially different expectation because the upstream message was vague or misleading.
Brand names and affiliations should appear only when their use is authorized.
B. Caller journey and routing
4. The tracking identifier is present
Confirm that the call carries the identifier needed to match source-side and receiver-side records. This might be a tracking number, campaign ID, session ID, or another agreed value.
A missing identifier turns a specific discrepancy into a guess.
5. The call followed the intended route
Compare the observed path with the documented flow. Note whether the call reached the expected IVR, screening step, transfer point, queue, and receiving team.
Unexpected detours can change both the caller experience and the meaning of downstream status labels.
6. The call arrived inside the coverage window
Check the day, time, time zone, and any holiday exception. A relevant call delivered outside staffed hours should be separated from calls delivered while the operation was available.
This prevents an availability problem from being described as a traffic-quality problem.
7. Overflow and unanswered handling worked as documented
Review what happened when the primary destination was busy, unavailable, or unanswered. Confirm that the next step matched the agreed flow and that the event was recorded consistently.
If overflow behavior changed during the review window, note the exact change time.
C. Relevance and qualification
8. Geography is inside the agreed service area
Compare the location signal used by the campaign with the location relevant to the service. The method may differ by category, so the worksheet should name the signal being used rather than assume that one location field is always sufficient.
Keep precise customer location data out of the public worksheet.
9. The requested service is in scope
Classify the inquiry using the agreed service categories. Separate clearly relevant inquiries, clearly excluded inquiries, and cases that need manual review.
Do not create new exclusions after outcomes are known. Changes belong in the next operating version and should have an effective date.
10. Repeat-call handling is consistent
Check whether repeated contact is identified and classified under the same rule across reports. A repeat call may be useful, irrelevant, or excluded depending on the private agreement, but the treatment should be observable and consistent.
Record the rule version used for the review window.
D. Receiving operation
11. The receiving team answered as expected
Review connected, unanswered, abandoned, and system-failure outcomes separately. A failure to answer does not prove that the traffic source was irrelevant.
If staffing or system availability changed, note the affected interval before comparing results.
12. Status definitions match across both sides
Terms such as “connected,” “qualified,” “transferred,” and “completed” can mean different things in different systems. Compare definitions before comparing totals.
The worksheet should link each status to a documented definition used for that review window.
13. Discrepancies have evidence references
Every disputed item should point to the smallest useful evidence set: timestamps, identifiers, route events, and agreed status definitions. Avoid screenshots that expose customer information when a redacted event reference is sufficient.
Evidence should explain the discrepancy without becoming a public data dump.
E. Corrective action and follow-through
14. Each material issue has one owner and due date
Assign one responsible owner even when several teams contribute to the fix. Examples include correcting a source label, adjusting a route, updating a status mapping, or clarifying a coverage window.
An issue without an owner remains an observation rather than an operating improvement.
15. Changes are verified before normal activity resumes
After a material warning or pause, confirm that the correction is present and observable. A timer alone does not prove that a route, source, or reporting problem has been fixed.
Record who reviewed the evidence, what changed, and when the updated setup became active.
Turning the scorecard into an action list
At the end of the review, summarize only the items that change the next operating decision:
- confirmed conditions that should remain unchanged;
- missing evidence that must be collected;
- specific corrections and their owners;
- any bounded retest required after a correction;
- the next review date and the rule version that will apply.
Avoid converting the worksheet into a single public performance score. The value is in tracing where an issue began and agreeing on the next observable action.
What the downloadable CSV contains
The companion worksheet includes columns for:
- review window and time zone;
- signal number and review category;
- expected condition;
- observed status;
- redacted evidence reference;
- issue owner;
- corrective action;
- due date;
- verification status; and
- reviewer notes.
Completed worksheets should remain private when they contain partner or campaign details.
Continue a partner review with ORadiant
ORadiant is a B2B pay-per-call marketplace and call-tracking platform that supports partner discovery, tracking numbers, routing, call analytics, fraud screening, reporting, and billing workflows.
Publishers, call buyers, call sellers, affiliates, media buyers, call centers, and lead-generation teams can contact contact@oradiant.com with their role, inquiry category, geography, approximate volume range, coverage window, and preferred call flow. Fit and operating details are reviewed privately.
Learn more about ORadiant.
Disclosure: This educational resource was prepared with AI assistance and reviewed against ORadiant’s public product information and campaign privacy rules. It does not establish inventory, acceptance, affiliation, or private partner terms.
