Predictive Routing is an intelligent call-distribution feature that uses recent Earnings Per Call, or EPC, performance to favor the strongest eligible route while reserving some traffic for other eligible routes.

This balance between exploitation and exploration allows the system to route most calls to the current best performer without permanently starving new or lower-volume routes of the traffic needed to prove themselves.

Important: Predictive Routing evaluates only routes that are already eligible for the current call. It does not override routing conditions, schedules, caps, or other eligibility rules.

The routing plan first determines which routes are eligible for the current call based on the plan’s normal routing rules.

Predictive Routing then evaluates that eligible route set. Ineligible routes are not considered.

The system reviews route performance over the configured Desired Hours window.

For each eligible route, EPC is calculated as:

EPC represents the average buyer revenue generated per call during the evaluation window.

A route must reach the configured Minimum Call Count before it can qualify as the best route.

Once at least one eligible route reaches that minimum, the qualified eligible route with the highest EPC is categorized as Best.

All other eligible routes are treated as non-best eligible routes for traffic-allocation purposes. This includes:

In this context, “underperforming” does not mean that a route is disabled or has failed a specific EPC threshold. It means only that the route is not currently the qualified best performer.

The Underperforming Percentage controls how much traffic is reserved for routes other than the current best route.

For example, if Underperforming Percentage is set to 10:

This exploration traffic allows other routes to accumulate performance data and potentially become the new best route.

When selecting among non-best eligible routes, the system favors the route with the fewest recent calls. If multiple routes have the same call count, the route with the higher EPC is preferred.

Important: Underperforming Percentage is a traffic-allocation setting. It is not an EPC-difference threshold and does not disable routes whose EPC is a specified percentage below the best route.

Predictive Routing requires a reliable performance baseline.

If no eligible route has reached the configured Minimum Call Count, Predictive Routing does not make a selection. Calls continue through the routing plan’s normal priority and weight behavior.

Once at least one eligible route reaches the minimum:

Routes below the minimum cannot become the best route yet, but they can continue receiving exploration traffic so they can accumulate enough calls to qualify.

Consider this routing plan:

National Sales Campaign

Predictive Routing configuration

Performance during the evaluation window:

Target 3 is the qualified route with the highest EPC, so it becomes the current Best route.

With an Underperforming Percentage of 10:

Actual traffic percentages may vary over small call volumes, but should trend toward the configured allocation over time.

As performance changes, another qualified route may become the new best route.

Labels the Predictive Routing configuration.

The configuration can be selected for use by a routing plan.

The minimum number of calls a route must receive within the evaluation window before it can qualify as the best route.

Key behavior

Use a minimum large enough to avoid declaring a winner from an unreliable sample, while keeping it low enough for the system to begin optimizing within a reasonable period.

The rolling lookback window used to calculate route performance and measure recent routing distribution.

For example:

A shorter window reacts more quickly to performance changes but may be more volatile. A longer window provides a larger sample but responds more slowly.

The percentage of eligible call traffic reserved for routes other than the current best route.

A lower value concentrates more traffic on the current best route. A higher value increases exploration and gives alternative routes more opportunities to establish or improve their performance.

The exploration percentage applies collectively to all non-best eligible routes; it is not assigned separately to each one.

Predictive Routing does not make an ineligible route eligible.

The system first applies the routing plan’s normal eligibility controls. Predictive Routing then chooses which eligible route should be prioritized for that call.

If Predictive Routing cannot make a selection — for example, because no eligible route has reached the minimum call count or performance data is unavailable — the routing plan continues using its normal priority and weight behavior.