Outbound campaign limits

Genesys Cloud enforces comprehensive operational limits across outbound campaigns, contact management, and system resources to maintain platform stability and performance. Voice campaigns are restricted to 50 concurrent campaigns maximum with 50 campaigns per agent, while digital campaigns are capped at 25 concurrent campaigns and skills-based dialing campaigns at 5 concurrent campaigns. Queue membership varies by campaign type: 500 members for skills-based dialing, 200 for agent-owned campaigns, and 1,000 for any campaign type. Predictive and power campaigns require a minimum of 15 agents to ensure accurate availability calculations. Entity limits of 1,000 apply to voice campaigns, digital campaigns, sequences, contact lists, contact list filters, DNC lists, attempt controls, contactable time sets, call analysis response sets, call rule sets, and campaign rules. The maximum calls dialed per second (CPS) is 15 per organization, with a per-campaign limit of 50 CPS implemented in March 2025 to enhance stability. Higher CPS requests require care case submission with business justification and telephony model information, typically processed within 10 business days. Additional technical constraints include a maximum of 30 campaign calls per agent, five API calls per second for pre-call and wrap-up rules, 300–350 lines per active Edge, four-column sorting capability, 64-character object name limits, preview timer ranges of 1 second to 20 minutes, two data action conditions per campaign, and 10 data actions maximum per rule or campaign. Phone numbers must contain at least 10 digits in E.164 format, and callback scheduling cannot exceed 30 days in advance. Contact management constraints include a maximum of five million contacts per organization and one million contacts per contact list. DNC records are limited to one million per list with a two million per organization cap. Contact list columns are limited to 50 total with a maximum of 10 phone number columns, supporting 128-character headers and 512-character entries. A single contact list can only run on one active campaign simultaneously, with one contact list filter per campaign allowing up to 10 conditions. Numeric values in conditions are restricted to 65 digits with 20 digits after the decimal point. Attempt controls restrict recalls to eight-hour maximum durations with five-minute minimums and cap total attempts at 100 per contact or number. Dynamic Queueing permits up to five active concurrent sorting or filtering campaigns per organization, with a total of 10 running and inactive campaigns allowed. Campaign scheduling supports one schedule per campaign with a maximum of 500 intervals per schedule. Performance impact factors without hard limits include the number of call rule steps and conditions, concurrent rules, and scheduled interactions.