Outbound Dialing Modes Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Select the dialing strategy that determines how the system places calls and connects agents Default Mode Preview Number of Modes 6 — Preview, Progressive, Power, Predictive, Agentless, External ✅ Verified against Genesys Cloud Resource Center — March 2026 Dialing Mode Comparison Mode Who Dials Agent Required Best For Min Agents Preview Agent manually Yes High-value sales, debt collections, B2B 1+ Progressive System — 1 call per agent Yes Compliance-sensitive, moderate volume Any Power System — multiple per agent Yes High volume with controlled abandonment 15+ recommended Predictive System — AI-paced Yes Maximum efficiency, large call centers 15+ required Agentless System — no agent No Notifications, surveys, IVR delivery, reminders None External System — routes to external Yes Routing to external agents or systems Any Preview Mode In Preview mode, the agent receives a contact record and manually decides when to dial . Feature Detail Agent control Agent reviews contact info before calling Timer Optional countdown — system auto-dials when timer expires Agent-owned records Agents can own specific contacts and handle all retries Efficiency Lowest efficiency — highest quality per contact Compliance Safest mode — no risk of abandoned calls from over-dialing Best use Collections, high-value B2B sales, sensitive outreach requiring personalization ⚠️ Preview campaigns ignore pacing options — the agent controls the pace entirely. Progressive Mode In Progressive mode, the system automatically dials exactly one call per available agent . Feature Detail Dialing ratio 1 call : 1 available agent — always Abandoned calls Near-zero risk — there is always an agent ready when a contact answers Call analysis Detects live person vs. answering machine before connecting to agent Efficiency Moderate — no wasted agent time waiting for answers, but no over-dialing Compliance Excellent — guarantees agent availability; no abandoned call risk Best use Compliance-sensitive environments, smaller agent pools, regulated industries 💡 Progressive is the recommended mode when you have fewer than 15 agents and cannot use Predictive. Power Mode Power mode dials multiple calls per available agent using a pacing algorithm. Feature Detail Dialing ratio More than 1 call per agent — determined by pacing algorithm Pacing Algorithm predicts when an agent becomes available and pre-dials accordingly Call analysis Required — system drops or routes unanswered/machine calls Abandoned calls Risk exists — compliance abandon monitoring required Efficiency High — maximizes agent talk time Compliance Monitor abandon rate carefully — FTC/OFCOM limits apply Best use High-volume campaigns where efficiency is more important than zero abandons Min agents recommended 15+ Predictive Mode Predictive mode uses a patented stage-based AI algorithm to forecast agent availability and pre-dial contacts accordingly. Feature Detail Dialing System automatically places calls based on predicted agent availability Algorithm Patented pacing — adjusts dynamically based on real-time agent stats Call analysis Full detection — live person, answering machine, busy, no answer Efficiency Highest — maximizes talk time, minimizes idle time Abandoned calls Risk exists — pacing must be tuned to stay within compliance thresholds Min agents required 15 agents minimum — smaller pools make predictions inaccurate Best use Large-volume outbound operations (sales, collections, surveys) with 15+ agents ⚠️ With fewer than 15 agents, Predictive's algorithm lacks sufficient data — use Progressive instead. Agentless Mode Agentless mode dials contacts and delivers pre-recorded messages, surveys, or IVR flows without connecting to a live agent . Feature Detail Agent required No Content Recorded voice messages, IVR flows, opt-out prompts Opt-out Include "Press 9 to opt out" in the IVR flow to manage DNC compliance Answering machine System can detect and play a different message for machines vs. live answers Live party Call is transferred to an Architect Inbound Call Flow for IVR handling Requires Inbound Agentless campaigns require Inbound call routing to be implemented Best use Appointment reminders, payment notifications, fraud alerts, surveys, outage notifications External Calling Mode External calling routes answered calls to an external phone number or SIP destination instead of an internal Genesys Cloud queue. Feature Detail Routing Calls are bridged to an external system or phone number Use case Third-party agent environments, outsourced contact centers Call Analysis Call Analysis (also called AMD — Answering Machine Detection) is the process of detecting what answered the call before connecting it to an agent or playing a message. Detection Result Default Action Live Person Connect to agent or play IVR Answering Machine Disconnect, play message, or leave voicemail Busy Signal Record result, retry based on attempt control No Answer Record result, retry based on attempt control Invalid Number Mark uncallable Call analysis is configured in a Call Analysis Response Table , which is then assigned to a campaign. Campaign Priority When multiple campaigns share the same ACD queue, priority determines how lines are distributed: Priority Effect 1 Lowest — fewest calls per agent relative to other campaigns 5 Highest — proportionally more calls per agent Agents participate in multiple campaigns automatically via the queues they are active in. No manual assignment per campaign is needed. Choosing the Right Dialing Mode Scenario Recommended Mode High-value B2B sales — agent needs to personalize each call Preview Collections — compliance-sensitive, regulated Progressive High-volume sales, 15+ agents, moderate compliance risk Power Maximum efficiency, large center, 15+ agents Predictive Appointment reminders, payment alerts, fraud notifications Agentless Fewer than 15 agents, need auto-dialing Progressive Interview Cheat Sheet Question Answer What is the default campaign dialing mode? Preview Which mode dials 1 call per available agent? Progressive Which mode requires minimum 15 agents? Predictive (and recommended for Power) Which mode has no agents involved? Agentless What is Call Analysis? Detection of live person, answering machine, busy, or no answer before connecting to agent What is the abandoned call risk in Progressive mode? Near-zero — one call per agent guarantees availability What happens with fewer than 15 agents in Predictive mode? Pacing predictions become inaccurate — use Progressive instead What must Agentless campaigns implement? Inbound call routing (Architect flow)