Predictive pacing multiplier hard-locks at 1.6x on 500 during eastern window sync

NICE CXone API & Integrations
1

The predictive pacing multiplier just hard-locks at 1.6x the second the admin UI tries to sync the eastern callable window. POST /api/v2/outbound/campaigns/{id}/pacing throws a 500 INTERNAL_SERVER_ERROR with a broken JSON payload on Genesys Cloud v2023.11. DNC suppression checks are timing out before the pacing calculation even finishes, so agent wrap-up times are climbing to forty-five seconds while the queue won’t budge.

2

Are you sending the callableTimeWindows inside the pacing object or as part of the main campaign body? That structure change in the 2023.11 release broke a lot of existing scripts.

{
 "pacingRate": "1.6",
 "pacingMultiplier": "1.6",
 "callableTimeWindows": []
}

The 500 error usually happens when the DNC suppression service can’t parse the window data because it’s nested incorrectly. If you move the windows out of the pacing block and update the campaign via PUT /api/v2/outbound/campaigns/{id}, the sync usually clears. You might also want to check your New Relic traces for outbound.dnc.check latency. If that’s spiking, the pacing engine times out waiting for the suppression result. It’s a known bottleneck during peak hours. Try stripping the window data for a test call. See if the 500 persists.