PRV

PRV

PRV (Predictive Routing Value) refers to the process of using known historical behavior of each customer as it relates to each vendor and then using that scoring system to determine the optimal routing order.
  1. PRV scoring is made up of 3 primary components; ASR, ACD, and PPM.
    1. The score range is 0 to 100.
      1. 0 being worst, 100 is best.
    2. This value is recalculated throughout the day based on traffic for the present day.
  2. During a call attempt, the platform will use the PRV score for each vendor in route for a particular customer. It will route by highest score per vendor which results in the best overall network performance. Improved network performance ultimately breeds improved profit.
Example:
  1. Customer A has 5 vendors including you.
  2. You share 2 of the same vendors as Customer A.
    1. This is referred to as Vendor Overlap.
  3. Since Customer A is already sending to the 2 overlapped vendors, having them in route will result in low ASR on those vendors. Since ASR is a key component of the PRV Score, the 2 overlapped vendors will have low PRV Score for Customer A and will result in them being at the bottom of the routing order. This will prevent the platform from routing Customer A's attempts to vendors it knows won't result in profit, leaving that vendor capacity open for other customers to use it in a profitable manner.

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