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  • 1.  Organization CPS Limit of 15

    Posted 10-29-2020 18:50
    No replies, thread closed.
    Hey all,

    I can't find any real good documentation around the outbound Calls Per Second (CPS) limitation on the Cloud platform. It is stated in this page for Outbound Dialing (Outbound settings - Genesys Cloud Resource Center) in a grey note that there is a limit of 15 calls per second per organization. Does anyone have any information or experience with this limit? 

    Our company has added a new division and almost doubled our workforce (outbound agents) in the past 3 weeks and we seem to be hitting a ceiling with our concurrent calls. We can see this reflected in our trunk calls in the telephony metrics and also an increase in higher concurrent idle agents. 

    @Robert Wakefield-Carl​ - hoping you might be able to shed some light on this.

    Thanks!
    #Outbound
    #Telephony

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    Nick Searle
    Cege Media
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  • 2.  RE: Organization CPS Limit of 15

    Posted 10-29-2020 21:49
    No replies, thread closed.
    You are correct.  The CPS is 15 cps for each ORG.  So, yes, that does limit dialing to that to about 54,000 calls per hour.  Now if you have a terrible list, that is probably going to be hindrance as you need to hammer through A LOT of calls to find a real person.  If you list is good, then you have to worry about not enough agents to handle the possible calls.  Say your list is not so great and has an 18% connection rate and you hammer out that many calls, that means 9,720 calls in that hour and just say you spend 5 min per actually connected call, that would require 810 agents on the call for that entire hour.  If you have a list generating say 43% connection rate, you need over 1900 agents to handle the volume.  

    People talk about CPS like it is the only way to use a dialer.  If you have a REALLY poor list, then you need it and pumping more calls is not really the answer.  STIR/SHAKEN adn RoboCall legislation will create havoc on these type of companies and they will have to find new ways to generate lead than a bunch of junky list.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Organization CPS Limit of 15

    Posted 10-30-2020 15:08
    No replies, thread closed.
    @Robert Wakefield-Carl

    As always, thank you for the answer and informative answer. Confirming/understanding the organizational limit will help us in building around the limitations that are in place. Side note - ​​does Genesys have their Cloud offering limitations published anywhere? I know I have found different notes or documents outlining limitations but they usually only pertain to the specific service/sub-product that the article pertains to. If not, no biggie, but something like that would be extremely helpful to see. 

    I definitely don't look at CPS as the only way to use the dialer, but IMHO it is a critical piece to understand the limitations put in place by the CC provider so you can know how to scale your business, build your tech infrastructure, and run business operations effeciently.

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    Nick Searle
    Cege Media
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    Original Message


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