We’re building a Node.js service to consume Streaming Analytics events via the Notification API WebSocket. The connection works, but the stream cuts out after exactly 30 seconds. We’re subscribing to routing.analytics.events and using the standard genesys-cloud-node-sdk for auth.
Here’s the basic setup:
const { PureCloudPlatformClientV2 } = require('genesys-cloud-node-sdk');
const WebSocket = require('ws');
const apiClient = new PureCloudPlatformClientV2.ApiClient();
apiClient.loginOAuthClientCredentials('client_id', 'client_secret', 'https://api.mypurecloud.com');
apiClient.getWebSocket().then(ws => {
ws.on('open', () => {
console.log('Connected');
const sub = {
'subscriptionType': 'routing.analytics.events',
'eventTypes': ['agentStatusEvent']
};
ws.send(JSON.stringify({ action: 'subscribe', data: sub }));
});
ws.on('message', data => {
const msg = JSON.parse(data);
console.log(msg);
});
ws.on('close', () => {
console.log('Disconnected');
});
}).catch(err => console.error(err));
The open event fires, the subscribe message sends, and we get a few events. Then silence. No error callback, no close event with a reason code. Just… gone. The SDK’s internal reconnect logic doesn’t kick in because it doesn’t detect a failure.
We’ve tried adding a heartbeat by sending a dummy ping every 25 seconds, but that didn’t help. The logs show no outgoing traffic from our end after the first burst. Is there a specific subscription limit or a keep-alive mechanism we’re missing? The docs mention Notification API but don’t detail WebSocket lifecycles for analytics.
Also, should we be using the Notification API endpoint directly instead of the SDK’s getWebSocket()? We tried hitting /api/v2/notification/websocket with the same result. Any pointers on keeping this alive longer than 30s would be great. We need this for real-time dashboards, so dropping data is a hard no.
const WebSocket = require('ws');
const { PureCloudPlatformClientV2 } = require('genesys-cloud-node-sdk');
// Initialize your client as usual
const platformClient = PureCloudPlatformClientV2;
platformClient.authSettings.basePath = 'https://api.mypurecloud.com';
platformClient.authSettings.clientId = process.env.CLIENT_ID;
platformClient.authSettings.clientSecret = process.env.CLIENT_SECRET;
// Get a short-lived token
const token = await platformClient.authApi.loginClientCredentials(
process.env.CLIENT_ID,
process.env.CLIENT_SECRET,
['analytics:read'] // Ensure you have the right scope
);
const ws = new WebSocket('wss://api.mypurecloud.com/api/v2/analytics/events/stream', {
headers: {
Authorization: `Bearer ${token.access_token}`
}
});
ws.on('open', () => {
// Subscribe to the routing analytics events
ws.send(JSON.stringify({
type: 'subscribe',
channels: ['routing.analytics.events']
}));
});
// CRITICAL: Send a ping or keep-alive every 15 seconds
// This prevents load balancers from killing idle connections
setInterval(() => {
if (ws.readyState === WebSocket.OPEN) {
ws.ping();
}
}, 15000);
ws.on('pong', () => {
// Optional: Log pong for monitoring
console.log('Pong received');
});
ws.on('message', (data) => {
const event = JSON.parse(data);
// Process event
console.log(event);
});
ws.on('close', (code, reason) => {
console.log(`Connection closed: ${code} - ${reason}`);
});
The 30-second timeout isn’t a Genesys Cloud API limitation. It’s almost certainly your infrastructure layer dropping idle TCP connections. Load balancers and reverse proxies often have aggressive idle timeouts to free up resources. The WebSocket protocol doesn’t mandate server-side keep-alives, so if no data flows for a set period, the connection dies.
You need to implement client-side ping/pong keep-alives. The code above sets an interval to send a ping every 15 seconds. This is well within the typical 30-60 second window that most proxies allow. Make sure your WebSocket library supports the ping() method. If you’re using a different library, check its documentation for the equivalent keep-alive mechanism.
Also verify your OAuth scopes. The analytics:read scope is required for streaming analytics events. If you’re using a custom auth flow, ensure the token isn’t expiring mid-stream. The token expiration usually happens after 1 hour, so it shouldn’t cause a 30-second drop, but it’s worth checking if you’re seeing other auth-related errors.
For monitoring, I instrument these WebSocket connections in New Relic. I track the connection state and ping/pong intervals using custom events. This helps us spot when the connection drops before it impacts downstream processes. You can query the events with NRQL to see if the drops correlate with specific infrastructure changes.
One more thing. Check if you’re behind a corporate proxy or firewall. Some firewalls inspect WebSocket traffic and may terminate connections that don’t match expected patterns. The ping/pong approach usually bypasses this, but it’s something to keep in mind if the issue persists after adding keep-alives.