Got the answer from Genesys Support...
Please know that Genesys Cloud introduced an organization-level rate limit for agent evaluations during Best Available Skills routing to help maintain system stability during periods of high routing load. When this limit is reached, additional Best Available Skills evaluations are temporarily restricted, and an event is generated in the Operational Console.
From the agent perspective, this does not indicate an outage, loss of skills, or removal from the queue. Agents who are already handling interactions are not affected. Agents who become available during the temporary restriction may see a short delay before receiving the next interaction because Genesys Cloud is briefly limiting new Best Available Skills evaluations rather than continuously assessing all eligible agents at normal volume. Best Available Skills normally selects from the longest-idle eligible agents and prioritizes the agent with the highest average proficiency, using idle time as a tiebreaker.
From the customer or caller perspective, the expected impact is a temporary increase in queue time rather than a call failure or disconnect.
Our documentation explains that when no qualified agent is available, the interaction remains in queue until a matching agent becomes available.
In Best Available Skills routing, Genesys Cloud normally filters for qualified agents and then selects the best proficiency match; when evaluations are temporarily restricted, the practical effect is that routing decisions may take longer to occur.
In short, the most reasonable customer-facing interpretation is:
- existing interactions are not interrupted
- agents may receive new interactions slightly later than usual
- callers may experience a brief increase in wait time
- the effect is a temporary routing delay during high-load conditions, not a service outage or call rejection event based on the published release note alone
Helpful references:
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Patrick Bertrand
Senior Technical Architect – Contact Center Solution
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