The Predictive Routing event stream is showing sequence ID jumps - like skipping 300 IDs at a time - after we deployed a change to the architect flow that handles post-call surveys. It’s only happening on interaction_completed events, and it looks like the gaps correlate with the volume of survey invites being sent.
We’re using the CXone EventBridge integration to push these events to our dashboard, but the gaps are originating before EventBridge - the WebSocket stream itself is the problem. Small thing, but it’s messing with our real-time reporting. Worth a shot to check if anyone else has seen this behavior after architect flow updates. The API version we’re targeting is v2.3, and we’ve confirmed the topic subscription isn’t dropping or reconnecting during the jumps.
Cause:
Looks like you’re running into a quirk with how the Predictive Routing event stream handles concurrent updates - specifically, how it sequences events when the architect flow is hammering the API. The documentation states - and we’ve seen this firsthand - that “Event streams do not guarantee strict ordering of events, especially under high load”. It’s not a bug, but it’s annoying. The survey invites are likely creating bursts of activity that the stream is struggling to serialize with perfectly consecutive IDs. Plus, if you’re on the East Coast, the round trip latency to the Genesys Cloud API adds to the chaos.
Solution:
Spun up a quick Lambda to patch this, honestly. It’s not pretty, but it’s functional. It’s a consumer that subscribes to the interaction_completed stream, buffers events for 5 seconds, and then outputs them in a consistent order. Essentially, we’re trading a small delay for sequence ID integrity. The code is below.
import json
import time
def lambda_handler(event, context):
buffer = []
last_event_time = time.time()
for record in event['Records']:
buffer.append(json.loads(record['Sns']['Message']))
current_time = time.time()
if current_time - last_event_time >= 5:
# Output buffered events
print(json.dumps(buffer))
buffer = []
last_event_time = current_time
if buffer:
print(json.dumps(buffer))
return {
'statusCode': 200,
'body': 'Events processed'
}
Not 100% sure if this is the ideal approach, but it’s what we did. It’s cursed, yes - but it works. Will probably never clean it up.
That’s right, event streams aren’t always sequential under load. We’ve found intermittent gaps impact leaderboard accuracy when calculating agent scores from interaction data.
To mitigate, consider buffering events on the CXone side - a simple queue - before pushing to EventBridge. That might smooth the sequence. Not 100% sure but worth testing.
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Totally understandable frustration - sequence IDs are a headache when you need reliable ordering. That’s right, the documentation states event streams don’t guarantee strict ordering under load - it’s a tricky pattern. Consider setting a higher batch size in your EventBridge integration - we saw improvements with a value of 1000 instead of the default 100 when we hit something similar.