Charaf | 2020-09-23 10:28:04 UTC | #1
Hello,
We have problems with Data Actions used inside of inbound scripts.
I have designed scripts for inbound calls, inside the scripts there are several data actions used in order to interact with Dynamics 365 CRM.
In some cases, scripts failed to load some data actions which block agents to execute some web services and finish their tasks.
I found why some Data Actions are not loaded. In the error message, it says :
"Your request has been rejected due to rate limiting. Please try again in 1 seconds"
I have checked in real time my scripts, and I found the Data Action block in my custom function is empty... but when I refresh the page, it reappears again !
The error concerns random Data Actions and not only a specific one.
So would you please help us understand why some Data Actions are not fully loaded ?
Any ideas about the rate limiting ?
Best regards,
CHARAF
Jason_Mathison | 2020-09-23 15:01:53 UTC | #2
Hi Charaf,
The short answer is, please open up a ticket with customer care. The behavior that I am seeing in the logs is kind of odd, and is probably going to take detailed discussion to sort through.
The specific rate limit that you are hitting is the number of data actions that you are trying to execute at the same time. It seems like there are a very large number of requests coming in at the same time, which is then causing some of the requests to be rate limited.
Various things you can check: Can you combine any of your data actions, or eliminate any of the calls? For example, you may only need to make some calls based on the value returned by an earlier one, instead of always making all of the calls?
Are the calls to dynamics taking a long time to complete? Maybe you could optimize your requests to Dynamics or reduce how much data needs to be returned? Is your Dynamics instance getting overloaded and needs to be scaled up?
Are your data action calls happening simultaneously when they could be done one at a time?
Those are a few ideas you could look at, but please open up a case with care if this doesn't resolve it for you. This issue looks more complex then what we can troubleshoot here. --Jason
Charaf | 2020-09-24 14:00:31 UTC | #3
Hi Jason,
Thank you for your detailled answer.
I have already opened a ticket with Customer Care.
in the meantime, I tried to analyse the HAR file I captured in the developer tools using the developer tools in Chrome.
I found :
it is about a Get request failure, it seems like PureCloud couldn't load the Data Action.
I think it is a problem in Genesys Cloud loading resources inside a script. That is why we can't make Post request with the Data Action .
Regards,
CHARAF
Jason_Mathison | 2020-09-24 14:12:53 UTC | #4
The 429 indicates that this request was being rate limited, which is the same issue that is causing Data Actions to not be executed.
Charaf | 2020-09-24 14:25:11 UTC | #5
Would be related to Genesys Cloud Web services rate limitation ? Maybe the script is trying to execute many concurent API calls at the same time ?
Regards,
Jason_Mathison | 2020-09-24 17:51:41 UTC | #6
We have been internally discussing issues with scripts running data actions and are planning changes in three different areas to resolve issues that we are seeing. What is your ticket ID with customer care? Working through your specific issue is best done there.
For a very short term workaround I recommend cutting down on the number of data actions you have in your script. I know very little about scripts, so I don't know if moving data actions to a different page might be able to mitigate this or not.
--Jason
Charaf | 2020-09-24 18:17:10 UTC | #7
Hi Jason,
Here is my ticket ID with Customer Care : 0002804739
Correct, I was thinking about combining 2 web services in a single one, so I can reduce number of API calls agents made.
For my use case, I am not using all the Data Actions in a single Page. If you have access to my case, you can find some screenshots and also screen recording of the issue we are facing.
Thank you in advance for your answers and help.
Kind regards,
CHARAF
system | 2020-10-25 18:28:22 UTC | #8
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