Having some issues getting my configuration to work…
- We have recently migrated our workforce management data processing to a Bring Your Own Container (BYOC) Edge environment to reduce latency for our agents in the Chicago area.
- The primary goal was to localize schedule adherence calculations and shift swap validations closer to the end-users, but the performance has degraded significantly since the last deployment.
- The Edge container is running version 1.4.2 of the Genesys Cloud Edge SDK, and we are observing consistent timeouts when the container attempts to pull real-time adherence data via the
/api/v2/analytics/users/detailsendpoint. - Specifically, requests that previously took under 200ms in the cloud region are now timing out after 5000ms, returning a 504 Gateway Timeout error.
- The Edge container logs show no internal errors, but the network trace indicates a persistent delay in the TLS handshake between the Edge instance and the Genesys Cloud private endpoint.
- We have verified that the IAM roles attached to the container have full access to the required WFM scopes, including
schedule:writeandanalytics:read. - The issue seems to correlate with peak scheduling hours, specifically when the weekly schedule publication process triggers a batch update of agent availability.
- During these peaks, the Edge container’s CPU usage spikes to 95%, suggesting that the local caching mechanism for agent schedule data is not being refreshed efficiently.
- We suspect that the default retry policy in the SDK is not aggressive enough for the current network conditions, or that there is a misconfiguration in the edge routing rules.
- Has anyone encountered similar latency issues with BYOC Edge containers handling high-frequency WFM API calls?
- We are looking for best practices on configuring the SDK’s connection pool settings or adjusting the edge network policies to prevent these timeouts.
- Any insights on optimizing the data fetch strategy for shift swap validations would also be greatly appreciated.