Genesys Cloud - Main

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

For agent staff less than 25, I always suggest to move to Power instead of predicted. The algorithm is just too aggressive for a small number of agents. This is especially true if your list is fairly good.

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

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to 15 should help a bit, but the biggest improvement will come from cleaning up your contact list, removing bad or outdated numbers and improving data quality.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!

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 04-16-2026 12:27
From: Catherine DUPIRE
Subject: Outbound mode and parameters

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

@Cameron Tomlin  

Thank you very much for these explanations, they're very reassuring. I was on the right track in my analysis, but I was starting to doubt myself. Many thanks - I'll explain all of this again to my customer.

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!

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 04-16-2026 12:27
From: Catherine DUPIRE
Subject: Outbound mode and parameters

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

Ensure the Queue used on the campaign is configured for auto answer, and let the agents know the calls will arrive automatically, no need to press Answer.  (Queues - General Tab - Auto-Answer for all channels - enabled).  or the agents can have Auto Answer enabled - this covers all queues they are a member of.

This will give the fastest connect time to the call, once Dialer has placed a live call in the queue, reducing speed to answer at the ACD level and likely helping to lower abandon rate (if this setting is not already used). 

Agents need to be aware of their OnQueue status when using Auto Answer, don't walk away when you are On Queue, else you will get a live call delivered to you when you are not at your desk.

@Cameron Tomlin  

Thank you very much for these explanations, they're very reassuring. I was on the right track in my analysis, but I was starting to doubt myself. Many thanks - I'll explain all of this again to my customer.

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!

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 04-16-2026 12:27
From: Catherine DUPIRE
Subject: Outbound mode and parameters

Hello. 

#Outbound

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------