I am currently optimizing a skills-based routing strategy that heavily relies on bullseye expansion logic. To achieve this, I have built a custom integration using the Genesys Cloud Data Actions framework to fetch real-time agent proficiency scores from our external CRM before the routing evaluation occurs. The goal is to inject these dynamic scores into the routing profile attributes so that the bullseye expansion algorithm can prioritize agents with higher contextual relevance.
The issue arises during high-concurrency periods. The Data Action frequently fails with a 504 Gateway Timeout error. Specifically, the error occurs when the integration attempts to make an HTTP GET request to our internal scoring API, which sometimes takes up to 1.5 seconds to respond. I have configured the Data Action timeout to 3000ms, but the failure persists. The error message returned in the Architect logs is: “Data Action execution failed: HTTP request timed out after 3000ms.”
I am using the Genesys Cloud API version v2 for the Data Action definition. The external API is hosted on AWS Lambda and generally responds within 500ms, but under load, it spikes. I have verified that the network latency between Genesys Cloud and our VPC is minimal.
My question is: Is there a way to increase the timeout threshold for Data Actions beyond the standard 3000ms limit? If not, what is the recommended pattern for handling external data dependencies that may exceed this window without breaking the routing flow? I want to ensure the bullseye expansion logic remains accurate without introducing significant latency or failure rates in the routing evaluation method. Any insights on best practices for integrating external scoring systems into real-time routing decisions would be greatly appreciated.