Genesys Cloud - Main

Hey Paul,

When a customer experiences a call spike, or the utilization of other resources hits one of our thresholds, like memory usage, we can deploy more Cloud Edges into their environment via automation. When this is done, Genesys Cloud tooling adds more cloud Edges, and balance across those. If that isn't enough, we evaluate and add another set of cloud Edges, and so on, until the spike is over. After a period of time, the environment is then scaled back down gracefully.

If you expect an increase in interactions for the organization during peak or seasonal times, you can reach out to Product Support to make sure that your organization is temporarily scaled during that time.

Thanks Jason - and this is exactly what we saw, the platform auto-scaled to meet the unexpected demand... but the issue was that it did this AFTER hitting the 100% capacity (I believe it runs at 100% for some minutes before invoking auto-scaling). The result was that some calls were dropped by the incoming network. It caught us off guard - what would have been useful for us was an alert that we'd reached/exceeded ~80% capacity so that we were able to make pre-emptive changes to avoid calls dropping (network messaging, diverts etc). 

Hey Paul,

When a customer experiences a call spike, or the utilization of other resources hits one of our thresholds, like memory usage, we can deploy more Cloud Edges into their environment via automation. When this is done, Genesys Cloud tooling adds more cloud Edges, and balance across those. If that isn't enough, we evaluate and add another set of cloud Edges, and so on, until the spike is over. After a period of time, the environment is then scaled back down gracefully.

If you expect an increase in interactions for the organization during peak or seasonal times, you can reach out to Product Support to make sure that your organization is temporarily scaled during that time.

Hey Paul,

I don't think that we have any form of alert like that as of right now. I did see that this idea was marked as Future Consideration in the Product Ideas Lab and sounds like it may help. I would recommend voting and commenting on this idea, or submitting a new idea if you would like to see a different feature released in the future! 

Thanks Jason - and this is exactly what we saw, the platform auto-scaled to meet the unexpected demand... but the issue was that it did this AFTER hitting the 100% capacity (I believe it runs at 100% for some minutes before invoking auto-scaling). The result was that some calls were dropped by the incoming network. It caught us off guard - what would have been useful for us was an alert that we'd reached/exceeded ~80% capacity so that we were able to make pre-emptive changes to avoid calls dropping (network messaging, diverts etc). 

Hey Paul,

When a customer experiences a call spike, or the utilization of other resources hits one of our thresholds, like memory usage, we can deploy more Cloud Edges into their environment via automation. When this is done, Genesys Cloud tooling adds more cloud Edges, and balance across those. If that isn't enough, we evaluate and add another set of cloud Edges, and so on, until the spike is over. After a period of time, the environment is then scaled back down gracefully.

If you expect an increase in interactions for the organization during peak or seasonal times, you can reach out to Product Support to make sure that your organization is temporarily scaled during that time.