Predictive Routing Queue Depth Spikes During JMeter Load

Genesys Cloud Routing
1

Anyone free to help troubleshoot this queue depth anomaly. We are simulating 500 concurrent inbound calls via JMeter to test Genesys Cloud Predictive Routing capacity. The API accepts the calls, but the queue depth metric spikes to 400+ instead of routing them to available agents immediately.

{
 "error": "QueueDepthExceeded",
 "code": 429
}

Is this a known limitation for beginner admin configurations or an API rate limit issue?

2

You need to verify that the Predictive Routing configuration is actually processing the inbound requests before they hit the queue depth limit. The 429 error suggests the API is rejecting the load before routing logic can engage. This often happens when the bulk export jobs or legal hold processes are consuming significant API bandwidth, causing contention.

Check the following:

  • Ensure the genesyscloud_routing_predictor is enabled and has sufficient capacity for 500 concurrent sessions.
  • Review the S3 integration logs for any stalled bulk export jobs that might be blocking API threads.
  • Confirm that the JMeter script is not bypassing the standard dialer flow, which can cause artificial queue spikes.
  • Validate that the queue depth metric is not being skewed by digital channel metadata exports running concurrently.

The documentation suggests that high-concurrency tests require a separate environment to avoid impacting production legal discovery workflows. Adjust the JMeter ramp-up time to allow the predictor to stabilize.