Send Your Best Calls to Your Best Closers

This is a short version of The Onyx Operator — regular insights delivered to agency owners and leaders on Onyx Platform.

Onyx calculates a level for every agent, updated daily from their actual performance. The calculation is simple but powerful. Here is why that number matters.

Agencies route the next inbound call to whoever has been waiting longest. It feels fair, but it quietly means the premium call you paid top dollar for lands on whichever agent happens to be free, not the agent most likely to close it. You bought the lead. The queue decides the outcome.

Two features fix that, and both are already in Onyx Platform.

First, the routing strategy. Switch Inbound Call Routing to Agent Level. The next call goes to the highest-level available agent. New agents get a boost, so your bench still gets reps.

Second, per-source prioritization. On any call buying source, you can add rules that gate eligibility by level and wait time. A common setup: higher-level agents take calls from that source immediately, everyone else becomes eligible after 120 seconds of waiting. Your proven closers get first claim on the expensive calls, but all other agents still get to close and access to high-quality calls.

The payoff: more closes from the same ad spend, because the leads you paid the most for consistently reach the agents most likely to convert them. And this shows in the data as you can see above. Real Onyx usage shows a 7.4% increase in policies sold.

Talk to us if you want to see these performance gains at your agency.