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Progressive Campaign – 2-Second Audio Delay Between Customer and Agent Despite AMD and Post-Connect Analysis Disabled

  • 1.  Progressive Campaign – 2-Second Audio Delay Between Customer and Agent Despite AMD and Post-Connect Analysis Disabled

    Posted 9 hours ago

    Dear Genesys Community,

    I hope you can help us with this issue. One of our customers is experiencing an audio connection delay of approximately 2 seconds between the customer and the agent when using an outbound campaign configured in Progressive mode.

    We have already tested several settings in the Call Analysis Response section in Genesys Cloud, but without success.

    Currently:

    • "Disable Post-Connect Call Analysis" is enabled
    • "Disable Answering Machine Detection" is enabled

    Despite these changes, the delay is still present. The only action configured after the call is connected is a transfer to an outbound flow.

    The outbound flow itself is very simple: after setting a few parameters, it immediately routes the call to an ACD queue.

    Based on recommendations found in other community posts, we also enabled:

    • Auto-Answer
    • Persistent Connection on the WebRTC phone

    To summarize, the following optimizations are already in place:

    • Answering Machine Detection disabled
    • Post-Connect Call Analysis disabled
    • Auto-Answer enabled
    • Persistent Connection enabled

    These configurations helped reduce the delay, but there is still an average delay of around 2 seconds before the audio is established between the customer and the agent.

    Has anyone experienced a similar issue or found additional configurations that could further reduce this delay?

    Kind regards,


    #Outbound

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------


  • 2.  RE: Progressive Campaign – 2-Second Audio Delay Between Customer and Agent Despite AMD and Post-Connect Analysis Disabled
    Best Answer

    Posted 9 hours ago

    Hi Fabrizio,

    It looks like you've already implemented the common recommendations from the other community discussions (AMD disabled, Post-Connect Call Analysis disabled, Auto Answer, and Persistent Connection).

    One additional discussion I found may be useful. The original poster followed up after working with Genesys Care and shared that an approximate 2-second delay with Progressive Dialing was considered expected behaviour after the recommended optimizations and working as designed:

    https://community.genesys.com/discussion/5-seconds-delay-in-progressive-dialing

    I also found another discussion where it was mentioned that a minimum delay of around 2 seconds is expected, while delays closer to 5 seconds would warrant further investigation:

    https://community.genesys.com/discussion/progressive-dialler-latency

    Since you're seeing an average delay of around 2 seconds, it sounds consistent with those discussions. Hopefully someone from the community who has implemented a similar solution can share any additional tips or optimizations to reduce it even further.

    Hope this helps!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



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