Genesys Cloud – Precise dialing mode with agent reservation

In a future release, Genesys Cloud will introduce precise dialing mode for progressive outbound campaigns. This mode reserves an agent before placing each outbound call, and keeps the agent dedicated to that attempt until it completes.

With precise dialing mode, Genesys Cloud reserves the agent before dialing begins. The system places one outbound call only after the agent is reserved and waits for the result before placing another call.

How it works

• Agent reservation – Genesys Cloud reserves an available agent before placing an outbound call. While reserved, the agent cannot receive inbound calls or other outbound calls, and their status remains locked until the dialing attempt concludes.
• Controlled dialing – The system places a single outbound call after the agent is reserved and waits for the outcome before initiating the next attempt.
• Dedicated engagement – The agent remains shielded from other traffic until the call is answered or the attempt results in no answer, busy, or voicemail.
• Post-attempt routing – After the attempt ends, Genesys Cloud either returns the agent to the queue or reserves the agent for the next outbound call based on campaign configuration.

Why this matters

• Ensures that a live agent is available when a customer answers.
• Reduces the risk of abandoned outbound calls.
• Supports organizations that require tighter control over outbound dialing.
• Provides a controlled dialing approach for regulated or high-touch campaigns.

Campaign administrators can enable a precise dialing mode on selected progressive outbound campaigns to apply agent reservation where tighter control is required.