SergioRota | 2021-01-22 07:51:14 UTC | #1
Hi Forum,
I noticed that on a customer Genesys Cloud platform it often happens that custom actions (created to integrate with Dynamics 365) fail for no apparent reason. Investigating with Genesys support it was understood that there is a 429 error that Genesys generates for the rate limit for concurrent data actions (specifically Rate limit [16.0] exceeded the maximum [15.0]).
What I don't understand is how to solve the problem by being a third party integration; when it happens to me for API Genesys I create more Oauth, but in this case how do I solve the problem?
Thanks Sergio
Jason_Mathison | 2021-01-22 11:01:12 UTC | #2
Hi Sergio,
There are a couple of things you can do here.
The first approach is to see if the queries or flows can be optimized. A common reason that this rate limit is hit is because queries are taking a relatively long time, like several seconds. This limit can also be hit if the customer has a really high volume, or has a bunch of CRM hits in their call flows. So see if you can speed up individual data dips by creating tighter queries (or throwing hardware at the problem if on-prem). You should also check for redundant or overlapping data action calls that could be merged.
You can also contact customer care about raising this limit. However, while this might fix the issue of rate limiting, the previous suggestions are more likely to improve customer experience by reducing the time in the IVR waiting for the data actions to complete.
--Jason
system | 2021-02-22 11:13:50 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 9785