Hello Catherine,
To add to what Robert said.
You're dealing with a bit of a perfect storm here, and honestly, a lot of what you're seeing makes sense given your setup. With 17 agents, your customer is right on the edge for Predictive mode, which is why it struggled, it really needs a larger pool to accurately pace calls. Switching to Power mode was the right move, and that's why you're seeing better results.
That said, your campaign-level Max Calls Per Agent setting (12) is likely holding things back a bit, since it overrides your customers org setting of 15. The dialer is already being conservative because of your higher abandon rate, so lowering that limit further can slow things down even more. In most cases, it's better to let the dialer manage pacing through the abandon rate setting rather than capping calls per agent too tightly.
The silence your customers are experiencing is tied directly to that abandon rate (7.61%), which is on the higher side. In Power mode, the system dials ahead, so when a call connects, it may briefly wait for an available agent-that gap is the silence, and if it goes too long, it becomes an abandon. What's really driving a lot of this, though, is your contact list quality. A 6% connect rate is very low, which forces the system to dial much more aggressively to find live contacts, increasing the chances of timing mismatches and abandons. That's why even with the right dialing mode, things might still feel off.
Now for the recommendation, sticking with Power mode and aligning your Max Calls Per Agent closer to 15 should help a bit, but the biggest improvement will come from cleaning up your contact list, removing bad or outdated numbers and improving data quality. On top of that, things like enabling auto-answer for agents or simplifying call analysis (like disabling AMD if you can) can help reduce connection delays. Once your contact rate improves, you'll usually see everything else-pacing, abandons, and overall performance-start to fall into place much more naturally.
Hope this helps!
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 04-16-2026 12:27
From: Catherine DUPIRE
Subject: Outbound mode and parameters
Hello.
I need help. My client is running outbound campaigns, and we are having a lot of difficulty configuring them.
They have 17 agents. They initially wanted predictive dialing, so we configured predictive campaigns. However, the agents were too often idle.
So I suggested switching to progressive or power dialing, and it seems to be working better. We set the "max calls per agent" parameter to 12 (at campaign level, it is 15 in outbound settings: is it important ?).
However, when I look at the Genesys documentation, this does not seem to be what is recommended. As a result, I'm having difficulty explaining to the customer how to properly manage their campaign.
The customers being called often experience silence before being connected.
I believe the quality of their contact list is quite poor.
- Connect rate = 6%
- Abandon Rate = 7.61%
- Adjusted Calsl / agent = 7.72
- outbound lines = 700(700)
By the way, what does "700 (700)" mean? Does it refer to 700 allocated / 700 in use, or 700 allocated / 700 available? Documentation is not clear for me.
What would you recommend? Which dialing mode (predictive, power, or progressive)? And what value would you recommend for "max calls per agent"
Thanks for your help,
Catherine
#Outbound
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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