How should I properly to handle capacity planning when the predictive routing engine hits hard limits during a simulated load test?
Running JMeter 5.6.2 from Singapore (Asia/Singapore timezone) against Genesys Cloud API v2. The goal is to validate the maximum throughput for outbound predictive campaigns under high concurrency. I am targeting the /api/v2/predictiverouting/campaigns endpoint to start multiple campaigns simultaneously, followed by rapid polling of /api/v2/predictiverouting/campaigns/{campaignId}/status to monitor real-time progress.
The test setup involves a ramp-up period of 60 seconds to reach 1000 concurrent virtual users. Each user simulates an agent login and subsequent availability check via WebSocket. However, within the first 15 seconds of the ramp-up, the API responses degrade significantly. Instead of the expected 200 OK or standard 429 rate-limiting errors with a Retry-After header, the load test is returning a high volume of 503 Service Unavailable errors. The error payload indicates that the predictive routing service is temporarily overloaded and cannot process new campaign start requests.
I have reviewed the standard rate limit documentation, which suggests that most endpoints are throttled at 100 requests per second per organization. However, this behavior seems to differ from the standard REST API throttling. The WebSocket connections remain stable, but the HTTP requests to the campaign management endpoints are failing. This suggests that the issue is not just about API rate limits but possibly related to the underlying capacity of the predictive routing engine itself.
The JMeter configuration uses the HTTP Request Defaults for base URL and authentication. Headers include Content-Type: application/json and the standard OAuth Bearer token. The test plan includes a constant throughput timer to simulate realistic burst patterns.
Is there a specific configuration or best practice for scaling predictive routing campaigns? Should I be implementing exponential backoff retries for 503 errors, or is there a limit on the number of concurrent campaigns that can be started within a short time window? Any insights into how Genesys Cloud handles sudden spikes in predictive routing load would be appreciated. The current setup prevents accurate benchmarking of the system’s true capacity.