Genesys Cloud - Main

Hello Kevin,

Welcome to the Community! If you have not done so already, I would recommend taking a look at this article in the Resource Center. 

Pacing Modifier

Enter a modifier value to derive the number of callbacks that the system places at a time. The number of callbacks that the system dials is a combination of the pacing modifier and the number of online agents. The system checks the number of agents that are online and does not consider the agent status. The number of callbacks at a time are directly proportional to the value of the pacing modifier. The higher the value of the pacing modifier, the higher the number of callbacks.

Genesys Cloud uses this modifier to calculate a coefficient that is multiplied by the number of agents that are logged on to the queue to determine the number of callbacks initiated at one time. The pacing modifier does not consider the status of the agent; for example, idle or interacting. If an agent is in available status in the queue, then Genesys Cloud multiplies the calculated coefficient by the online agent count.

Notes:

• Customer first callback does not reserve an agent before Genesys Cloud attempts to reach the customer. When the callback Position in Queue is 1, the callback is eligible for dialing.
• A higher modifier results in more dialed out callbacks.
• If you set the pacing modifier to the maximum of 10, then Genesys Cloud dispatches one callback per agent. If you set the pacing to the minimum of one, you must have 50 agents on-queue for Genesys Cloud to dispatch a callback.

Hi Jason, thanks for including the link. I read this article however if you just have two agents to test with, we found that the CFCB never initiates a callback until one of the two reps goes ON Queue. We played with changing agent states from Available to Busy etc but once we put the available rep into ON Queue the CFCB immediately initiated the callback. We think our very small sample size is the reason. Thank you very much for the feedback. We are going to apply this to a larger queue to get a better understanding of the impacts. So far so good with our initial deployment with one of our queues. 

Hello Kevin,

Welcome to the Community! If you have not done so already, I would recommend taking a look at this article in the Resource Center. 

Pacing Modifier

Enter a modifier value to derive the number of callbacks that the system places at a time. The number of callbacks that the system dials is a combination of the pacing modifier and the number of online agents. The system checks the number of agents that are online and does not consider the agent status. The number of callbacks at a time are directly proportional to the value of the pacing modifier. The higher the value of the pacing modifier, the higher the number of callbacks.

Genesys Cloud uses this modifier to calculate a coefficient that is multiplied by the number of agents that are logged on to the queue to determine the number of callbacks initiated at one time. The pacing modifier does not consider the status of the agent; for example, idle or interacting. If an agent is in available status in the queue, then Genesys Cloud multiplies the calculated coefficient by the online agent count.

Notes:

• Customer first callback does not reserve an agent before Genesys Cloud attempts to reach the customer. When the callback Position in Queue is 1, the callback is eligible for dialing.
• A higher modifier results in more dialed out callbacks.
• If you set the pacing modifier to the maximum of 10, then Genesys Cloud dispatches one callback per agent. If you set the pacing to the minimum of one, you must have 50 agents on-queue for Genesys Cloud to dispatch a callback.