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  • 1.  Introducing outbound fair use limits and overage pricing

    Posted 3 days ago

    Hi community 

    Regarding this new feature, does anyone know how it will work with agentless campaigns (Agentless campaigns do not have a queue)? I ask because I associate 'call attempts' with queue activity, and not with campaign dialing."
     
    https://help.genesys.cloud/announcements/introducing-outbound-fair-use-limits-and-overage-pricing/
     
    Any help is appreciated if my approach is wrong
    BR

    #GenesysAnnouncements

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: Introducing outbound fair use limits and overage pricing

    Posted 3 days ago

    Hello Ana,

    This is a great question, this new fair use model can be a bit confusing at first. Starting July 2026, Genesys is introducing monthly limits on outbound campaign call attempts based on your license type, with a small overage charge if you go beyond that. The key thing to know is that this applies specifically to outbound campaign dialing, including agentless campaigns. So any calls placed by campaigns-whether agentless or using dialing modes like Power or Predictive-will count toward your monthly allocation, regardless of the outcome of the call.

    Where it tends to get tricky is the difference between campaign activity and regular queue activity. The fair use limits only apply to system-generated campaign calls, not to agent-driven activity. So things like manual outbound calls, agent-set callbacks, or calls made on behalf of a queue don't count toward those limits.

    In short, if the system is dialing automatically as part of a campaign, it's counted, if it's an agent initiating the call, it's not.

    Hope this explains things well. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Introducing outbound fair use limits and overage pricing

    Posted 3 days ago

    Hello, I have the same question since the only ones that are not included in fair use are manual calls, agentless calls don't have a queue, however it could be that it is associated in another way to account for the organization in general and not for a queue.



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    Carlos Gutierrez
    Solution Consultant
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    Original Message


  • 4.  RE: Introducing outbound fair use limits and overage pricing

    Posted 2 days ago

    Hi Ana & Carlos,

    I know that this may cause confusion, but I wanted to share a quick overview of how agentless campaigns are counted, as this often differs from standard campaign measurements.

    Agentless campaigns-such as outbound IVR notifications, reminders, or voice broadcasts-do not rely on ACD queues and do not require live agents. However, they still consume outbound platform capacity, which is why they are measured differently.

    For these campaigns, usage is calculated based on dialing attempts. A dialing attempt is counted each time the system tries to place a call, regardless of the outcome. This includes answered calls, no answer, busy signals, failed attempts, and voicemail. Each of these scenarios counts as a single attempt.

    Retries are also an important factor. Every retry is considered a new dialing attempt, meaning that higher retry configurations can significantly increase overall consumption. For example, one contact with three retries could result in up to four total attempts.

    This becomes especially relevant when considering Fair Use. Since agentless campaigns can generate very high volumes in a short period of time, Fair Use policies apply limits based on attempt rate (throughput).

    To help stay within these limits, it's recommended to control dialing rates, carefully configure retry attempts, maintain clean contact lists (avoiding invalid numbers), avoid launching multiple large campaigns at the same time, and continuously monitor outbound performance and pacing.

    I hope this explanation is helpful. ☺️







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    Yeni Paola Zapata
    Senior Customer Success Manager
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    Original Message


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