Service priorities for Genesys Multicloud CX services
Contents
Learn about service priorities of Genesys Multicloud CX Services.
Genesys has assigned a service priority class for each Genesys Multicloud CX service based on the Kubernetes Pod Priority guidelines. The guideline states to use a value of one million for high priority pods and values of two billion and above for Kubernetes itself for cluster critical Pods like kube-proxy and core-dns. Genesys has designed the service priority values for each priority class such as Critical, Medium, and Low, and categorized the services under different service priority classes based on their business function. For example, Voice services are given 'Critical' priority because they cannot handle long delays. You can override this value in your Helm charts before deployment.
Before overriding, remember that the Pods will be evicted from the node based on the service priority you set. Hence, it is essential to assign service priority based on your business requirements.
Overriding Service Priority
If you want to override the service priority for a service,
- In the values.yaml file of the corresponding service, locate the priorityClassName optional variable.
- Override the default service priority value by assigning the required value. You can assign any one of the following values—genesysengage-critical-priority, genesysengage-medium-priority, or genesysengage-low-priority. After overriding, your values.yaml configuration looks like the following:
priorityClassName: genesysengage-medium-priority
The following table illustrates the Genesys chosen priority class and its priority value.
| Priority | Priority Value | Usage Notes |
|---|---|---|
| Critical | 10,000,000 | Use this priority for Genesys Multicloud CX services that must not be evicted due to resource limitations and can evict all other lower priority services, when needed. |
| High | 1,000,000 | Use this priority for Genesys Multicloud CX services that might be evicted by critical services but will evict lower priority services, when needed. |
| Medium | 100,000 | Use this priority for Genesys Multicloud CX services that might be evicted by critical or high priority services but will only evict lower or default priority services, when needed. |
| <none> | 0 | Use this priority for Genesys Multicloud CX services that can be evicted for more than 24 hours, if needed. |
The following table illustrates the recommended priority for each Genesys Multicloud CX service at a granular level.
| Services Groups | Services | Service Priority |
| Designer | Designer
Designer Application Service |
medium
critical |
| Genesys Web Services (GWS/GAPI) | 9.x GWS Chat Service
9.x GWS Configuration Service 9.x GWS Environment Service 9.x GWS Feedback Service 9.x GWS Interaction Service 9.x GWS OCS Service 9.x GWS Provisioning Service 9.x GWS Setting Service 9.x GWS SPL Service 9.x GWS Statistics Service 9.x GWS UCS Service 9.x GWS Voice Service 9.x GWS Workspace Service Workspace Web Edition (9.x) Agent Setup |
high
critical critical medium high high high critical high high high critical critical critical critical |
| Genesys Engagement Service (Callback and Mobile) | Genesys Engagement Service | high |
| Genesys Cloud CX Hybrid Integration | Conversation Provider
User Event Generator Data Sync Screen Recording Gateway Lightweight Authentication Service |
high
high high high high |
| Historical Reporting Back-end | GIM
GCA GSP |
high
medium high |
| Historical Reporting Front-end | GCXI | medium |
| Realtime Reporting | Quick Update
Pulse web backend Object Browser Tenant Load Distribution Server (LDS) Tenant Collector |
high
high high high high |
| Digital/Nexus | Nexus
Interaction Server (IXN) UCS-X |
high
high high |
| IWD | IWD
IWD DataMart Email Service |
high
medium high |
| CX-Contact | CX Contact API Aggregator
CX Contact Campaign Manager CX Contact Compliance Manager CX Contact Job Scheduler CX Contact List Builder CX Contact List Manager CX Contact UI |
High
high high high high high high |
| GVP | Voice Platform MCP
Voice Platform MRCP Proxy Voice Platform Reporting Server Voice Platform RM Voice Platform Config Server Voice Platform Tenant Provisioner |
critical
critical high critical critical critical |
| WebRTC | WebRTC CoTurn Service
WebRTC Gateway Service |
critical
critical |
| Voice Microservices | Voicemail Service
Dialplan Service Config Service Orchestration Service Frontend Service SIP Cluster Service Registrar Service Agent State Service Call State Service SIP Proxy Tenant Service* |
high
critical critical critical critical critical critical critical critical critical critical |
| PECA Portal (Hub) | Static Web page per tenant. This page will be deployed in Azure’s CDN in regions where the tenant is deployed. | critical |
| WFM 3rd party Connector | Aria Adapters | high |
| Telemetry | Telemetry Service | high |
| BDS | Generates usage billing data | medium |
| Genesys Authentication Services | Authentication Service (API)
Environment Service Authentication UI |
critical
critical critical |
*In private edition, the following functions are rearchitected into Tenant Service:
- Tenant call control functions (T-Servers)
- Configuration functions
- Routing functions
- Statistical functions
- Outbound Contact Server (OCS) functions