WebSocket disconnects during JMeter load test with 500 concurrent users

Voice & Telephony
1

Could someone clarify why the Genesys Cloud WebRTC softphone disconnects after 2 minutes when running a JMeter script with 500 concurrent users?

Background

Running performance tests in the US-East region. Using the latest Web SDK version 2.15.0.

Issue

The initial connection succeeds, but the WebSocket drops with a 1006 error code once the call volume stabilizes. The API logs show no 429 rate limit errors.

Troubleshooting

  • Verified the WebSocket connection limits in the tenant settings are set to maximum.
  • Checked the browser console for signaling path errors. No red slashes observed initially.
  • Reduced the concurrency to 100 users, and the connection remains stable.
2

the documentation actually says websocket connections drop if you exceed the concurrent limit per tenant. check your org settings for the max allowed connections, because 500 is likely hitting that hard cap.

3

Depends on your setup, but generally the WebSocket drops because the Performance dashboard interprets the load spike as a queue congestion event, triggering failover before the trunk stabilizes.

{
“dashboard_view”: “Performance > Queue Activity”,
“action”: “adjust_thresholds”
}

Adjusting the queue activity metrics prevents the premature disconnect during ramp-up phases.