Contact Center AI enforces rate limits to restrict the number of API requests an account/application can make within a timeframe. It helps prevent a single user or service from consuming disproportionate resources that could degrade the service for others.
Requests are monitored against a sixty-second limit. As long as the limit is not exceeded, the account/application can continue making requests.
When the rate limit is exceeded, subsequent requests will fail with the following error message:
“You've exceeded the per-minute rate limit. Please wait for sometime before retrying.”
API Rate Limit Matrix
| ENFORCEMENT LEVEL |
RATE LIMIT |
API LIST |
| account |
60 per minute |
Analytics and Reporting APIs Historical Agent Status Summary, Agent Status Details API, Get All Conversations Data – Call Details, List of Conversations, Get a specific Conversation, Queue Size. Agent Creation APIs Create an Agent, List All Agents, Get a Specific Agent, Update a Specific Agent, Delete a Specific Agent from a Particular Agent Group. Skills APIs Create a Skill, Get All Skills from a Skill Group, Get a Particular Skill, Update a Particular Skill, Delete a Skill from a Particular Skill Group. Skill Group APIs Create a Skill Group, Get All Skill Groups, Get a Skill Group, Update a Skill Group, Delete a Skill Group. Agent Group APIs Create an Agent Group, Get All Agent Groups, Get an Agent Group, Update an Agent Group, Delete an Agent Group. Contacts Public APIs Create a Contact by Giving Details, Create Bulk Contacts. Import/Export Data APIs Import/Save Data by Giving Details, Export Data by Giving Details. Transfer Conversation to a Specific Agent or Queue API Transfer Conversation to a Specific Agent. Queue Management APIs Create a Queue, Get a List of Queues, Get a List of Agents or Queues, Get a Specific Queue, Update a Specific Queue, Delete a Queue. Quality Management APIs Raw Data API, Auto QA Reporting API. WFM APIs Agents API, Queues API, Agent Activity API, Contact Volume API. |
Best Practices
- Spread out calls evenly to avoid traffic spikes.
- Use filters to limit the data response size and avoid calls that request overlapping data.
- When the limit has been reached, stop making API calls. Wait for the specific time period to pass. Alternatively, implement a backoff strategy where your application automatically reduces its request frequency and retries failed requests after a calculated delay.
Need a higher or custom rolling Rate Limit? Contact support.