System and method for prioritizing tenants for a service for a request router in a cloud-based software as a service (saas) platform contact-center

Abstract

A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module. The TP module includes: determining a tenant-tier-level having a determined quota-of-service-requests; receiving a degradation-level from the service-monitoring-module, for a preconfigured-period; reducing corresponding predefined total-number-of-allowed-requests by a first-threshold, when the degradation-level of the service-of-the-microservice has degraded by a second-threshold, during the preconfigured-period; increasing the corresponding predefined total-number-of-allowed-requests by the first-threshold, when the degradation-level of the service-of-the-microservice has improved by the second-threshold, during the preconfigured period; and instructing the request-router to get out of throttle-mode for the service-of-the-microservice, when the degradation-level of the service-of-the-microservice has improved by the second-threshold during the preconfigured period and there is an indication that the service-of-the-microservice has been degraded.