Genesys Cloud - Main

Asking this question since in our testing when we go into ON Queue that is the only time the Customer gets the callback and then the agent is contacted to Interact with the customer. So, if true, (Goin On Queue kicks off a/all CFCB's not and just changing States) our fear is that if we have 50 agents interacting 12 reg Inbounds in queue & 10 CFCB calls in queue and the EWT is say 15 mins do all 10 CFCBs get contacted if 1 rep goes On Queue? In our testing since our volume is very low (1 to 3 calls in queue) our experience is that we only get a test CFCB once On Queue is activated and not when changing states (Available, Busy ACW) as we are told hot CFCB work. So, what kicks off CFCB? change in state or going On Queue and do all 10 CDCB kicks off at the same time if the Pacing Modifier is set to 10. 

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.

Asking this question since in our testing when we go into ON Queue that is the only time the Customer gets the callback and then the agent is contacted to Interact with the customer. So, if true, (Goin On Queue kicks off a/all CFCB's not and just changing States) our fear is that if we have 50 agents interacting 12 reg Inbounds in queue & 10 CFCB calls in queue and the EWT is say 15 mins do all 10 CFCBs get contacted if 1 rep goes On Queue? In our testing since our volume is very low (1 to 3 calls in queue) our experience is that we only get a test CFCB once On Queue is activated and not when changing states (Available, Busy ACW) as we are told hot CFCB work. So, what kicks off CFCB? change in state or going On Queue and do all 10 CDCB kicks off at the same time if the Pacing Modifier is set to 10. 

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.

Asking this question since in our testing when we go into ON Queue that is the only time the Customer gets the callback and then the agent is contacted to Interact with the customer. So, if true, (Goin On Queue kicks off a/all CFCB's not and just changing States) our fear is that if we have 50 agents interacting 12 reg Inbounds in queue & 10 CFCB calls in queue and the EWT is say 15 mins do all 10 CFCBs get contacted if 1 rep goes On Queue? In our testing since our volume is very low (1 to 3 calls in queue) our experience is that we only get a test CFCB once On Queue is activated and not when changing states (Available, Busy ACW) as we are told hot CFCB work. So, what kicks off CFCB? change in state or going On Queue and do all 10 CDCB kicks off at the same time if the Pacing Modifier is set to 10.