Hello everyone,
I'm posting here because we need help with an issue.
Since June we have been creating dashboards on the Google Sheet using the Apps script to call the Genesys APIs, this script calls data such as queue name/wait time/the customer on hold/call lost.
Actually we have around 30 API calls per minute for each dashobaords, everything was fine until the beginning of October.
Since the beginning of this month we have had a lot of latency, before the problem the execution time was between 50 and 80 seconds for the heaviest file. Now the lightest lasts around 200 seconds and the heaviest stops and exceeds 1800 seconds.
We haven't made any changes to the code since August and we don't understand why we have these latencies.
We opened a ticket on Google side and they clearly tell us to optimize the code, not to make 1 call per queue but to make 1 request for each queue, but for GET type APIs, this not possible.
We investigated our infrastructure with the NOC team and nothing goes through our VPN or proxy, everything is done on the google cloud and at genesys.
So I'm coming back to the Genesys side to see if maybe we have a restriction on the number of API calls we can make? If yes how much ?
Has anyone had an idea to resolve this situation or at least know where to investigate to find the problem?
Thank you all
Greetings