I can’t seem to figure out why the Genesys Cloud Workforce Engagement Management (WEM) analytics endpoints are returning HTTP 429 Too Many Requests errors when querying interaction data specifically for our 15 BYOC trunks in the Singapore region. This throttling occurs even when our request rate is well below the documented limits outlined in the API Rate Limiting Guide.
The issue manifests when polling the /api/v2/analytics/interactions/summary endpoint with a date range covering the last 24 hours. When the filter includes routing.queueId for queues associated with our APAC BYOC trunks, the response time spikes, followed immediately by the 429 status code. Interestingly, queries for PSTN-backed queues or internal VoIP interactions return data instantly without any throttling headers. This suggests the bottleneck is not global but specific to the data ingestion pipeline for SIP-mediated BYOC traffic.
Our environment runs Genesys Cloud version 2024-10-15. We are using the Genesys Cloud Python SDK v3.2.1 for these queries. The error response includes a Retry-After header set to 60 seconds, which is excessive for our real-time dashboarding requirements. We have verified that the IAM roles attached to the service account have full read permissions for analytics and telephony data. No permission denied errors are returned; it is strictly a rate-limiting issue.
We have attempted to reduce the granularity of the time buckets and limit the number of groups queried per request, but the 429 errors persist as long as BYOC trunk interactions are included in the dataset. The SIP registration logs show stable connectivity with no packet loss or registration failures, ruling out upstream carrier issues as the cause of the data delay.
Is there a known latency or caching issue with the WEM data pipeline for BYOC trunks in the Asia/Singapore edge? Or is there a specific configuration in the trunk health settings that affects how interaction metadata is pushed to the analytics warehouse? Any insights into whether this is a regional infrastructure limitation would be appreciated.