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

Yes, Genesys supports your need to perform automated testing through our Automated Testing Support program. This program includes guidance on testing best practices that we have gained from our direct testing experience, from prior customers’ tests, and from regular test reviews. If you need to perform automated testing, work with your Genesys or partner team to learn about the Automated Testing Support program and review process.

Note: In order ensure that you have access to all the resources you need, please send your request for access to our testing environment at least 2 weeks in advance. Automated testing requests must be submitted as a Care ticket for Genesys review. Genesys must authorize all automated testing in advance.

We want you to have confidence in the Genesys Cloud platform, and in all the elements associated with every feature. These elements can include data action integrations to your systems, call delivery via your network, and more.

Genesys performs extensive load testing at twice the peak regional load as part of our normal process. Genesys internal load testing uses automated (synthetic) transactions with the same traffic characteristics and capabilities observed in the production environment. Traffic includes inbound calls, outbound calls, chats, messaging, and more. 

Genesys also continuously monitors Genesys Cloud and customer traffic for anomalies in production environments. Genesys Cloud organizations are configured with specific limits designed to safeguard services from abusive and unexpected traffic patterns, encourage efficient use of billable resources, and protect you from unexpected usage. These limits are detailed here. Unusual traffic can be caused by automated testing, unauthorized load testing, abusive access, or possibly misconfiguration. Such anomalies may be perceived as a Denial of Service (DoS) or other attack against Genesys Cloud or an end customer. This traffic can generate alarms, resulting in page notifications to Genesys personnel and end customer personnel for notification/visibility, and incur other costs.