Background
Running load tests from Singapore against Genesys Cloud using JMeter 5.6.2. The goal is to validate how the platform handles high-volume concurrent interactions triggering specific agent scripts via the Architect flow. The test environment is a dedicated performance org. The script configuration is set to trigger a “Welcome” action immediately upon connection. The JMeter script simulates 100 concurrent users connecting via WebRTC softphones. Each user triggers the flow, which then calls the Agent Scripting API to fetch the appropriate script content. The target endpoint is /api/v2/agent-scripts. The expectation is that the system should handle the concurrent requests gracefully or queue them.
Issue
At exactly 85 concurrent users, the Architect flow starts failing with a 500 Internal Server Error. The error message in the JMeter response body is "message": "Failed to fetch agent script content. Service unavailable.". This happens consistently. Lowering the thread count to 50 resolves the issue immediately. No 429 errors are observed. The WebSocket connections remain stable. The failure occurs only when the flow attempts to invoke the Agent Scripting action. The error suggests a backend service overload or a missing retry mechanism within the flow logic. The SDK version used is the latest Genesys Cloud WebRTC SDK. The region is Singapore. The issue persists across multiple test runs.
Troubleshooting
- Verified that the Agent Scripting feature is enabled and active in the org.
- Checked the Architect flow logs. The error occurs at the “Play Script” node.
- Tested with a static audio file instead of the Agent Scripting API call. No errors occurred at 100 concurrent users. This isolates the problem to the API call itself.
- Reviewed the API documentation for rate limits on
/api/v2/agent-scripts. The documentation mentions general platform limits but does not specify a hard cap for concurrent script fetches within a single flow execution. - Attempted to add a “Pause” node before the script fetch to stagger requests. This reduced the error rate but did not eliminate it at 100 users.
- Checked for any known issues in the Genesys Cloud status page. No outages reported.
Is there a recommended pattern for handling high-concurrency script fetches in Architect? Should I implement a custom retry loop in the flow, or is this a platform limitation? Any insights on the maximum concurrent calls allowed for the Agent Scripting API would be helpful. The current setup is blocking our performance validation.