Genesys Cloud - Main

Hi,

On Friday 20th of October 2023, Genesys applied some new limits to the "/api/v2/routing/queues?name=" API endpoint (i.e. searching for a queue using a non-indexed field).

We needed to make some changes to call flows to accommodate the limits, but it did raise a question.
Is the "Find Queue action" that is available in the architect designer also subject to these limitations.

Does anyone know if this is the case and is there any documentation/note that says that this is the case?
I have asked the support team, but they can't seem to find an answer.

Any insight would be hugely appreciated.

Many thanks
Andrew Watson

The limit I find is 25 operations per flow, but nothing for that API exactly.  What I find frustrating is that the FindQueue(queuename).id will return the Queue GUID, but the Find Queue by Name tool returns a string with a JSON of the name and the id which the built-in JSON functions don't really like without transformation.  Why is there not an easy way to pull out the id from the Find Queue tool?

Hi,

On Friday 20th of October 2023, Genesys applied some new limits to the "/api/v2/routing/queues?name=" API endpoint (i.e. searching for a queue using a non-indexed field).

We needed to make some changes to call flows to accommodate the limits, but it did raise a question.
Is the "Find Queue action" that is available in the architect designer also subject to these limitations.

Does anyone know if this is the case and is there any documentation/note that says that this is the case?
I have asked the support team, but they can't seem to find an answer.

Any insight would be hugely appreciated.

Many thanks
Andrew Watson

Hi Robert,

Thanks for the response.
Yes, the Find Queue action specifies limits as:
 The dynamic lookup limit for a unique type is 25.
 Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
 The total lookup limit per flow is 100.

I am just a little concerned that if we have a flow that uses 100 lookups, but 100 instances of that flow are started simultaneously by customer interactions, then we are in the situation that absolute limits, rather than per flow limits, come in to play.
If the same per minute limit that is applied to the API call is also applied to the Find Queue action, then we have a problem :-)

I am not aware of the "Find Queue by Name tool" that you mention in your response.
Where do I find that tool?

Cheers
Andrew Watson

The limit I find is 25 operations per flow, but nothing for that API exactly.  What I find frustrating is that the FindQueue(queuename).id will return the Queue GUID, but the Find Queue by Name tool returns a string with a JSON of the name and the id which the built-in JSON functions don't really like without transformation.  Why is there not an easy way to pull out the id from the Find Queue tool?

Hi,

On Friday 20th of October 2023, Genesys applied some new limits to the "/api/v2/routing/queues?name=" API endpoint (i.e. searching for a queue using a non-indexed field).

We needed to make some changes to call flows to accommodate the limits, but it did raise a question.
Is the "Find Queue action" that is available in the architect designer also subject to these limitations.

Does anyone know if this is the case and is there any documentation/note that says that this is the case?
I have asked the support team, but they can't seem to find an answer.

Any insight would be hugely appreciated.

Many thanks
Andrew Watson

The Find Queue tool is in the Find toolbox and the FindQueue() is part of the expressions we have available.  As for the lookups, I don't see where you need to look up more than 1 or 2 queues per flow.  From the way I read it, it is saying how many times you can use FindQueue (API, expression, tool) in a flow, not the number of queues.  I know we have systems with hundreds of queues and never run up against any barrier.  

Hi Robert,

Thanks for the response.
Yes, the Find Queue action specifies limits as:
 The dynamic lookup limit for a unique type is 25.
 Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
 The total lookup limit per flow is 100.

I am just a little concerned that if we have a flow that uses 100 lookups, but 100 instances of that flow are started simultaneously by customer interactions, then we are in the situation that absolute limits, rather than per flow limits, come in to play.
If the same per minute limit that is applied to the API call is also applied to the Find Queue action, then we have a problem :-)

I am not aware of the "Find Queue by Name tool" that you mention in your response.
Where do I find that tool?

Cheers
Andrew Watson

The limit I find is 25 operations per flow, but nothing for that API exactly.  What I find frustrating is that the FindQueue(queuename).id will return the Queue GUID, but the Find Queue by Name tool returns a string with a JSON of the name and the id which the built-in JSON functions don't really like without transformation.  Why is there not an easy way to pull out the id from the Find Queue tool?

Hi,

On Friday 20th of October 2023, Genesys applied some new limits to the "/api/v2/routing/queues?name=" API endpoint (i.e. searching for a queue using a non-indexed field).

We needed to make some changes to call flows to accommodate the limits, but it did raise a question.
Is the "Find Queue action" that is available in the architect designer also subject to these limitations.

Does anyone know if this is the case and is there any documentation/note that says that this is the case?
I have asked the support team, but they can't seem to find an answer.

Any insight would be hugely appreciated.

Many thanks
Andrew Watson