Can customers perform automated testing, such as load or stress testing of Genesys Cloud?

Genesys is dedicated to assisting with your automated testing needs through our Automated Testing Support program. This program, enhanced by our direct testing experience, customer tests, and regular reviews, provides valuable guidance on testing best practices. If you are considering automated testing, we encourage you to connect with your Genesys or partner team to learn more about the program and review process.

Important:

  • Genesys requires prior authorization for all automated testing. At least two weeks before your planned test, you must submit a Product Support ticket requesting access to our testing environment. This practice helps to ensure you have the necessary resources and experience a smooth testing process.

  • All automated testing is scheduled between 11 PM and 5 AM in the region’s time zone. If you require multiple load-testing periods, schedule each testing period separately. This helps Genesys to manage the testing process and avoid potential disruptions.

Genesys wants you to have confidence in the Genesys Cloud platform and all its associated features, such as data action integrations with your systems, call delivery through your network, and more. Therefore, as part of our standard process, Genesys conducts thorough load testing at twice the peak regional load. Our internal load testing involves automated (synthetic) transactions replicating the traffic characteristics and capabilities observed in the production environment. This traffic encompasses inbound calls, outbound calls, chats, and messaging.

Genesys also continually monitors Genesys Cloud and customer traffic to detect any irregularities in production environments. Specific limits are set for Genesys Cloud organizations to protect services from abusive and unexpected traffic, promote efficient use of billable resources, and safeguard against unexpected usage. For more information about these limits, see Limits.

Unusual traffic may be caused by automated testing, unauthorized load testing, abusive access, or misconfiguration. Such irregularities could be seen as a Denial of Service (DoS) attack on Genesys Cloud or its customers. This type of traffic can trigger alarms, which can lead to notifications to Genesys- and end-customer personnel and result in additional costs.