Understanding your Genesys Cloud API usage

Greetings. I hope everyone continues to stay safe and healthy in these challenging times. Last week, I was pulled into an emergency situation with a customer where they suddenly found themselves being rate-limited while making calls to one of our APIs. They had put retry logic in their integration so they could handle rate-limiting and even though they had been occasionally rate-limited before, it was not problematic or noticeable enough for it to cause a business impact. Their integration had been built and tested early in their Genesys Cloud implementation and had run without problems. However, as they ramped up their call volumes the rate-limiting errors began to manifest themselves more often, getting to to the point where it was introducing unacceptable latency and errors. We helped the customer resolve this issue by having them introduce a caching layer into their integration which significantly reduced the number of calls out to the Genesys Cloud API.


This is a companion discussion topic for the original entry at https://developer.mypurecloud.com/blog/2021-01-04-API-Usage/index.html