We’ve built a real-time Kafka stream using the Genesys Cloud to AWS EventBridge integration. It works great for low-volume testing, but during our 9 AM login spikes (around 500 agents logging in at once), we’re noticing that several ‘User Status’ and ‘User Presence’ events are missing from our Kafka topic.
I checked the Genesys Cloud ‘Audit’ logs and ‘Interaction Detail’ views—the status changes are definitely happening in the platform. But they never arrive at EventBridge. Is there an internal rate limit or a buffer on the Genesys Cloud side that might be dropping events before they hit the AWS bus?
EventBridge is ‘Eventually Consistent’, but it shouldn’t be dropping events. Check your ‘Event Bus’ metrics in AWS CloudWatch. If you’re hitting the ‘PutEvents’ rate limit on the AWS side, EventBridge will throttle the incoming stream. Genesys doesn’t have an infinite retry buffer; if AWS says ‘Slow Down’, some events might get lost.
I’ve been in the predictive routing beta and we saw similar things. Genesys Cloud’s EventBridge integration has a default threshold. If the event volume for a single ‘Topic’ exceeds a certain burst limit, the platform will consolidate or drop events to protect the core services.
For ‘User Status’, every single status change is an event. 500 agents logging in simultaneously generates 1000+ events in a few seconds. You might need to request a ‘Throughput Increase’ for your EventBridge integration via a support ticket. They can increase the burst limit for your specific Org.
Also, don’t forget the ‘Schema’ changes! If you’ve customized any fields or are using a specific version of the event schema, a malformed event during a spike could cause a ‘silent failure’ in the AWS Rule processing. Check your ‘Dead Letter Queue’ (DLQ) in AWS—if the events are failing there, you’ll know it’s a processing issue and not a ‘Drop’ issue from Genesys.