SmartAssist 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.
