Hey everyone,
We’re hitting a hard stop on pacing with Genesys Cloud v24.10.02. The outbound dialer dropped the pacing multiplier to 1.65x and it’s locked. This occurred immediately after the Architect v2.1 flow pushed a new DNC validation block into the routing queue.
The metrics are already red. Abandonment rate spiked to 4.2% in the first twenty minutes. The dialer is spinning calls while agents sit idle in the compliance hold queue. Queue depth has ballooned to 120, and agents aren’t getting ringed. Agent utilization is flatlining while the dialer parks calls.
The admin UI shows the pacing slider completely greyed out. We’re receiving a 422 UNPROCESSABLE_ENTITY when attempting to update the campaign pacing. The payload returns a conflict on the eastern callable window boundary.
{
"error": "PACING_CONFLICT",
"code": 422,
"detail": "Predictive multiplier cannot exceed 1.65x when compliance routing node is active. Eastern window boundary mismatch detected.",
"flowId": "a8f3c291-4d7e-4b12-9c0a-88f1e2d4c6b0"
}
Don’t waste time resetting the predictive engine cache; the multiplier stays locked regardless. I saw a community thread last month about WEM sync causing similar throttling, but this behavior is tied to the new Architect compliance node. The routing configuration forces a mandatory timezone check before agent assignment, and that handshake seems to break the pacing algorithm.
Campaign is running in predictive mode with a 3.5% max abandonment threshold. DNC suppression list is fully synced, contact list has 45k records. Eastern shift starts at 08:00 EST. The moment the flow hits the compliance validation step, the dialer drops the multiplier and parks calls.
Admin UI just spins on the pacing tab. Reverting the Architect flow won’t clear the cache. We’re still stuck at 1.65x. Abandonance compliance is going to flag this by noon. Can’t push past the threshold without breaking the eastern window rules.
POST /api/v2/architect/flows/...