The campaign admin UI keeps freezing the pacing multiplier at 0.1x the second the system detects overlapping callable windows in the contact list. Org is running the 2024-08-20 release with a standard predictive setup targeting the East Coast. Abandonment rate sits at 0.8%, well under the 3% threshold, but the dialer won’t scale past a single agent. The GET /api/v2/outbound/campaigns/{id} endpoint returns exactly 0.1 for the pacing_multiplier field. Contact list has a mix of EST and CST records, and the timezone normalization script pushed through at 02:00 ET. Queue depth drops to zero within forty seconds. It’s completely halting the predictive engine. Agent wrap-up time is configured at 120 seconds, which should easily support a 1.5x multiplier. The Architect flow routing to the outbound queue throws a 400 Bad Request on the Set Contact Attributes block when passing the callable_window_start variable. Logs show the compliance engine flagging the records as UNAVAILABLE even though the sun is up. Rebuilt the list from scratch, disabled the DNC scrub for testing, and the multiplier still won’t budge. Error trace points to com.genesyscloud.outbound.pacing.windowoverlap throwing a ValidationException on every dial attempt.
The API likely reflects the safe state the dialer forced when it hit that overlap constraint. You won’t fix this via PUT since the system locks it to protect abandon rates. Check the contact list for duplicate contactId values or overlapping callableHours definitions in the segment query.