AI bot handoff clamping predictive pacing at 0.6x on US-East

Architect & Flows
1

Trying to route predictive outbound calls straight into the new AI voice bot for initial compliance screening. The admin UI capacity toggle clamps the pacing multiplier at 0.6x the second bot handoff gets enabled. Call volume drops to jack all and it’s just not pushing past the gateway limit.

  • US-East tenant, 2024-12-18 release
  • Architect flow v14.2 with custom JS handoff block
  • Predictive mode set to 1.3x target pacing
  • Bot gateway returning {"error": "BOT_CAPACITY_EXCEEDED", "code": 429, "message": "AI routing limit hit for predictive queue"}
2

Yeah, that 0.6x clamp is a hard guardrail in the UI, not a bug. Genesys locks predictive pacing down when a bot node is involved because the platform assumes the bot handling time is variable. If you let it blast out calls at 1.3x and the bot hangs or errors, you’ll get a massive abandonment spike and trigger the fraud detection limits.

You can’t fix this in the flow builder. You have to push the config via API to bypass the UI constraints. The pacing.multiplier perty gets overridden by the outboundCampaign settings.

Here’s how I forced it on my hybrid tenant using the Python SDK. You need to update the campaign directly, not the flow.

from platformclientv2 import OutboundApi, OutboundCampaign

# Auth setup assumed
outbound_api = OutboundApi(configuration)

# Fetch current campaign
campaign_response = outbound_api.get_outbound_campaign(campaign_id)

# The UI clamps this, but the API allows higher values if you set it explicitly
# WARNING: Ensure your bot gateway can handle the load. 
# If the bot fails to respond within 2s, these calls drop immediately.
campaign_response.settings['pacing']['multiplier'] = 1.3

# You might also need to adjust the 'agent_pause' or 'call_abandonment' thresholds
# to prevent the system from auto-reducing pacing again.
campaign_response.settings['pacing']['agent_pause'] = 2.0 

# Update the campaign
try:
 updated_campaign = outbound_api.put_outbound_campaign(campaign_id, campaign_response)
 print("Pacing updated to 1.3x")
except Exception as e:
 print(f"Failed: {e}")

Check the call_abandonment threshold in the same settings object. If it’s too low, the system will ramp down again within minutes. Also make sure your bot’s response_timeout is set to under 1.5 seconds in the Architect flow. If the bot takes longer, Genesys counts it as an abandon, and the pacing algorithm kills the campaign. I lost half my volume last week because the bot was doing a heavy DB lookup before speaking.