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  • 1.  Rapid Redials in Genesys Outbound Dialer

    Posted 09-25-2025 11:13

    Hi, Genesys community!

    We are currently using the outbound dialer. One of our agents has considerably higher call volume than their colleagues, and when I look at their interaction-level reporting, I noticed that certain DNIS were being dialed in rapid succession, usually within seconds of the other and their total duration is usually less than 30 seconds. Because of how quickly these calls are being placed, I doubt the agent is responsible.

    My biggest concern is the consumer experience and nuisance calls. I'm also concerned about the impact this has on the agent's performance metrics, as this inflates their calls/hour quite significantly.

    Have any of you come across this issue? If so, were you able to determine the cause?

    Thank you!

    Cody


    #Telephony

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    Cody Kartarik
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  • 2.  RE: Rapid Redials in Genesys Outbound Dialer

    Posted 09-25-2025 11:20

    Hi Cody,

    Hopefully someone in the community can shed some light on what could be happening, but I would certainly recommend raising a case to Genesys Product Support to investigate as well with examples.  They should be able to confirm what is happening and if this is agent initiated or something else going on. 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Rapid Redials in Genesys Outbound Dialer
    Best Answer

    Posted 09-26-2025 01:53
    Edited by Jason Kleitz 09-26-2025 15:48

    Hi Cody,

    did you set up call rules in the rule management and assigned them to your campagin? With a rule like in the screenshot your described behavior should not occur.



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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    Original Message


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