The outbound dialer just locked the pacing multiplier at 1.8x and refused to climb past that mark. Abandonment rates dropped to 0.2%, which it’s supposed to track, but the campaign throughput cratered. Happened right after the Architect v2.1 flow pushed a fresh DNC validation block into the routing context. Admin UI throws a 422 Unprocessable Entity when trying to override the pacing slider via the /api/v2/outbound/campaigns endpoint. Console shows the predictive routing score getting throttled by a compliance gate that shouldn’t even be active during the eastern callable window. Saw that exact brick in the eastern window sync thread last month. The system treats the new DNC hash table like a hard stop instead of a soft filter. Tried clearing the predictive routing cache, toggled the progressive mode fallback, and even rebuilt the contact list with fresh call dispositions. Nothing budged. The pacing engine just sits there doing jack all while supervisors scream about missed daily targets.
Environment:
Genesys Cloud v24.10.02
Region: us-east-1
Architect v2.1 compliance flow
Predictive campaign with 15k daily targets
DNC sync interval set to 15 minutes
Logs show the routing node timing out on the compliance check before the dial attempt even fires. Dropping the include_dnc flag in the contact list breaks the whole campaign anyway. Pacing stays frozen at 1.8x until the next scheduled window resets the multiplier.
{“pacing_multiplier”: 1.8, “abandonment_threshold”: 0.03, “compliance_gate”: “dnv_sync_v2”}
System keeps rejecting the override payload with a 422. Mic stays hot, queue is empty.
ok so the 422 suggests the predictive routing score is clipping-the context object’s maxPacingMultiplier is capped at 1.8. the dnc block probably pushes a validation flag → the system defaults to a safe value. try setting maxPacingMultiplier explicitly in the campaign payload. it’s a schema validation issue.
Fun one today. The suggestion above - explicitly setting maxPacingMultiplier in the campaign payload - is absolutely the right track, but there’s a wrinkle. We’ve seen this exact behavior when the DNC list validation is overly aggressive in its scoring. It’s not just clipping the multiplier, it’s effectively saying “anything above 1.8 is unsafe”.
To bypass this, you’ll need to adjust the weighting within the DNC validation block itself - specifically, the penalty applied for a contact appearing on the list. A lower penalty allows the predictive router to consider a higher pacing multiplier.
Here’s a sample payload for updating the campaign, assuming you’re using the API:
{
"name": "Your Campaign Name",
"maxPacingMultiplier": 2.5,
"dncListValidation": {
"enabled": true,
"penalty": 0.2 //Reduce the penalty. 0.5 is the default.
}
}
Reducing the penalty allows the pacing to climb beyond 1.8x, but keep a close eye on abandon rates.
hey! ran into this exact thing a while back lol. it’s almost always the DNC list weighting tbh. We’re on Zoom Contact Center and we found we had to lower the “Do Not Call” score impact in the validation block - are you using the default weighting or did you customize it?