Can’t quite understand why the predictive routing API endpoints are throwing 429 Too Many Requests errors during our load testing phase. We are simulating a high-volume contact center scenario with 500 concurrent agents logged into the platform via the WebSocket API. The goal is to validate the system’s ability to handle a sudden surge in inbound calls and agent state updates.
The issue occurs specifically when we ramp up the JMeter script to simulate agents becoming available and simultaneously receiving predictive offers. The endpoint v2/routing/predictive is returning rate limit errors even though our tenant is on the Enterprise plan, which supposedly has higher throughput limits. According to the Genesys Docs, the default rate limit for routing actions is 1000 requests per minute per tenant, but we are only hitting around 200 requests per minute in our initial test.
Here is the JMeter configuration we are using:
- Thread Group: 500 threads, ramp-up time 60 seconds
- HTTP Request Sampler: POST to
v2/routing/predictive - Headers:
Content-Type: application/json,Authorization: Bearer <token> - Payload:
{ "skill": { "id": "skill-123" }, "agent": { "id": "agent-456" } }
We have verified that the OAuth tokens are valid and not expiring during the test. The errors start appearing after about 30 seconds into the ramp-up phase. We are also seeing some WebSocket disconnections for agents, which might be related. Is there a specific header or payload tweak needed to avoid these rate limits during high-concurrency scenarios? Or is there a different endpoint we should be using for bulk agent availability updates? Any insights on how to structure the load test to better match real-world predictive routing patterns would be appreciated. We are currently stuck on this bottleneck and need to validate our capacity planning before the next go-live.