Transfer monitoring

Definition

Once a call is routed to a buyer, transfer monitoring watches what happens: did the buyer answer, did the caller stay on hold long enough for the buyer to be billed, did the buyer disconnect early. This is where billable calls are made or lost after the routing decision is already correct.

Why it matters

A buyer with a degraded call center will silently reduce the network's realized payout even when routing is optimal. Transfer monitoring is how the network catches this within hours instead of at end-of-month reconciliation.

How it fails in practice

Transfer thresholds get set once and never revisited. A buyer's normal connect rate shifts from 78% to 62%, still above the alert threshold, and payout drops accordingly. Without a periodic review of the thresholds themselves, the alerts become noise.