Is there a clean way to handle Outbound Campaign API rate limits when synchronizing agent availability data from our workforce management system to Genesys Cloud? We are currently experiencing intermittent 429 Too Many Requests errors when our custom integration attempts to update agent list attributes in bulk prior to the start of each campaign day.
Our environment runs Genesys Cloud v2023.11. We use a Python-based middleware that polls the WFM schedule API every 15 minutes to check for shift swaps and time-off approvals. When changes are detected, the system triggers an update to the Outbound Agent List API endpoint /api/v2/outbound/agentlists/{agentListId}/agents. The goal is to ensure that agents who are not scheduled for outbound work are immediately removed from the dialing pool to prevent adherence violations and wasted dial attempts.
The issue arises during peak schedule publication windows, typically Monday mornings between 08:00 and 10:00 CST. During these periods, the volume of agent list updates spikes significantly. The current implementation uses a simple linear retry mechanism with a 5-second delay. This approach fails to respect the dynamic Retry-After headers returned by the Genesys Cloud API, leading to cascading failures where the middleware queues up thousands of requests, eventually timing out and leaving the outbound campaign with stale agent data.
We need a robust strategy to manage these bursts without disrupting the dialing operations. Is there a recommended pattern for batching these updates or leveraging webhooks to reduce the polling load? Additionally, should we be adjusting the concurrency limits on our middleware side to better align with the platform’s rate limiting thresholds? Any insights on best practices for synchronizing WFM data with Outbound campaigns in high-concurrency environments would be greatly appreciated.