Service priorities for Genesys Engage services

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Learn about service priorities of Genesys Engage Services.

Early Adopter Program
Genesys Engage cloud private edition is being released to pre-approved customers as part of the Early Adopter Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

Genesys has assigned a service priority class for each Genesys Engage 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 Engage 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 Engage services that might be evicted by critical services but will evict lower priority services, when needed.
Medium 100,000 Use this priority for Genesys Engage 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 Engage services that can be evicted for more than 24 hours, if needed.


The following table illustrates the recommended priority for each Genesys Engage 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 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 Microservice 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

- TServer

- Configuration Server

- Universal Routing

- Stat Server

- OCS

high

critical

critical

critical

critical

critical

critical

critical

critical

critical

critical

critical

critical

critical

high

medium

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