Genesys Cloud

Affected: Asia Pacific (Sydney)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-10-12 04:30 UTC

   We have identified an issue impacting AI summaries in the Sydney region. AI summaries may be slow to generate. Mitigation steps are being implemented. Next update 01:00 Eastern or sooner as information becomes available.

2. resolved 2026-10-12 04:51 UTC

   Mitigation steps have been successfully implemented and events are processing normally. Incident is resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: A zone, region or data center became unavailable. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. resolved 2026-10-09 23:32 UTC

   Between 18:25 and 18:59 Eastern, Genesys Cloud experienced elevated errors in the US East region. During this time, some customers may have experienced issues with bot flows, accepting interactions, Web RTC calls, and analytics functionality. Genesys Cloud engineering teams are...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-09-17 01:33 UTC

   We are investigating an issue affecting agent ability to log out and the ability of supervisors to perform forced logouts. Users may also experience issues with user search and delayed overall performance of Genesys Cloud.

2. investigating 2026-09-17 02:28 UTC

   Teams are continuing to investigate root cause of the issue impacting users in the US East region. Next update 23:30 Eastern or sooner as information becomes available.

3. identified 2026-09-17 03:39 UTC

   The service teams have identified root cause and are implementing mitigation steps. Due to the complexity involved, we anticipate this will take some time to complete. Next update 12:30 AM Eastern or sooner as information becomes available.

4. identified 2026-09-17 04:36 UTC

   Mitigation steps are still in progress and are working as expected. Full resolution is expected within the next two hours. Next update 01:30 Eastern or sooner as information becomes available.

5. resolved 2026-09-17 05:15 UTC

   Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Asia Pacific (Sydney), Asia Pacific (Sydney)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. monitoring 2026-09-17 00:50 UTC

   Between 23:29 and 23:56 GMT, Genesys Cloud customers in the Sydney region experienced issues with inbound and outbound calling. Service teams quickly isolated root cause and implemented mitigation steps. This issue has been resolved and a formal RCA will follow.

2. resolved 2026-09-17 00:50 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-29 13:38 UTC

   We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications.

2. monitoring 2026-07-29 14:17 UTC

   Mitigation steps have been implemented and the service is actively processing backlogged events. Once the backlog is clear, the service will be operating normally. Next update 11AM Eastern or sooner as information becomes available.

3. resolved 2026-07-29 14:34 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (UAE)

Names an upstream provider: AWS.

1. monitoring 2026-07-16 20:28 UTC

   Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual...

2. monitoring 2026-09-18 19:39 UTC

   Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East), Americas (US West), FedRAMP

Failure mode: A schema or data migration caused the failure. Root cause: A bug in the vendor's own code. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2026-06-03 16:13 UTC

   We have identified an issue impacting users ability to playback voicemails. As a work around, customers can follow instructions in the linked https://help.genesys.cloud/articles/open-play-voicemail/ to add necessary permissions to resolve. Next update 12:45 PM Eastern or sooner.

2. resolved 2026-06-03 16:57 UTC

   Root cause was identified as an incomplete permissions backfill on a subset of organizations. The recommended workaround of manually adding the missing voicemail stream permissions as indicated in https://help.genesys.cloud/articles/open-play-voicemail/ is the permanent solution...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (London)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-05-19 11:47 UTC

   We have identified an issue causing CoPilot Summaries to fail in the London region. Mitigation steps are being implemented. Next update 08:15 Eastern or sooner as information becomes available.

2. monitoring 2026-05-19 12:08 UTC

   Mitigation steps were successful and we are beginning to see improvement. Customers will continue to see impact until the backlogged events have been processed. Next update 08:45 Eastern or sooner as information becomes available.

3. monitoring 2026-05-19 12:48 UTC

   The backlogged events are continuing to be processed successfully. Customers will see impact to CoPilot Summaries until the backlog is fully clear. Next update 09:45 Eastern or sooner as information becomes available.

4. resolved 2026-05-19 13:02 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: Orchestration, control plane, service discovery or load balancing failed. Root cause: A bug in the vendor's own code. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-08 14:51 UTC

   We are investigating an issue in the US-East region where interactions are being routed to unavailable agents. As teams work to restore, as a work around, customers can remove offline agents from the queue. Next update 11:30 Eastern

2. identified 2026-05-08 15:34 UTC

   Root cause has been identified. The engineering teams are actively evaluating mitigation strategies and we have engaged additional technical resources to expedite resolution. As a work around, customers can remove the offline agents from queues. Next update 12:30 Eastern or...

3. identified 2026-05-08 16:10 UTC

   Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.

4. identified 2026-05-08 16:40 UTC

   The fix is now being deployed to production. We anticipate 20-30 minutes to complete. Next update 13:30 or sooner as information becomes available.

5. resolved 2026-05-08 17:30 UTC

   We have successfully resolved the agent routing issues. The service teams have cleared agents stuck in incorrect statuses, stopped routing interactions to offline agents, and restored real-time queue visibility.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-08 01:25 UTC

   We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.

2. identified 2026-05-08 02:04 UTC

   Root cause has been identified and Genesys engineering teams are working with the platform provider to mitigate current impact. Next update bottom of the hour or as information becomes available.

3. identified 2026-05-08 02:20 UTC

   Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.

4. monitoring 2026-05-08 02:37 UTC

   Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.

5. resolved 2026-05-08 04:14 UTC

   All services are operational and traffic is routing successfully via a temporary workaround while the platform provider completes restoration. We will be performing a brief maintenance lasting approximately 30 minutes to restore original configurations.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-22 14:56 UTC

   We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications. Next update 11:30 Eastern or sooner as information becomes available.

2. investigating 2026-04-22 15:32 UTC

   The service teams continue to actively investigate root cause of the issue causing delays in real-time analytics. Customers will continue to experience delays in detail records, aggregate metrics, observation metrics and notifications until resolution and backlogged events are...

3. monitoring 2026-04-22 15:52 UTC

   Mitigation steps have been implemented and we are beginning to see improvement. Users will continue to experience delays until the backlogged events have been completely processed. Next update 12:30 Eastern or sooner as information becomes available.

4. monitoring 2026-04-22 16:34 UTC

   We are seeing significant improvement now and the backlogged events continue to be processed. Customers will continue to see latency until the backlog is completely processed. Next update 13:30 or sooner as information becomes available.

5. resolved 2026-04-22 16:43 UTC

   The backlog has been completely processed and real time analytics is operating normally.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (US East), Asia Pacific (Sydney)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-27 20:34 UTC

   Service teams are investigating an issue resulting in delays in realtime analytics data. Next update 17:00 Eastern or sooner as information becomes available.

2. investigating 2026-03-27 20:47 UTC

   Mitigation steps are being implemented and we are beginning to see improvement.

3. resolved 2026-03-27 21:01 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (London)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-24 15:11 UTC

   Teams are investigating an issue causing intermittent call failures in the London region.

2. monitoring 2026-03-24 15:14 UTC

   Mitigation steps have been implemented and we are monitoring for stability.

3. resolved 2026-03-24 15:17 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Asia Pacific (Seoul)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-24 14:48 UTC

   Service teams are investigating an issue impacting ACD Email in the Seoul region.

2. monitoring 2026-03-24 15:13 UTC

   Mitigation steps have been implemented and the email backlog is being processed.

3. resolved 2026-03-24 15:20 UTC

   The email backlog processed and region is healthy. Incident Resolved

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Asia Pacific (Sydney)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-03-12 02:59 UTC

   Genesys teams are investigating an issue with the platform provider that is impacting copilot functionality, auto-summaries not being generated, and wrap-ups not being generated.

2. monitoring 2026-03-12 03:17 UTC

   The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.

3. resolved 2026-03-12 03:26 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (UAE)

Failure mode: A zone, region or data center became unavailable. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

Names an upstream provider: AWS.

Started during AWS: Multiple services (Bahrain): Region Availability.

Started during AWS: Multiple services (UAE): Region Availability.

1. investigating 2026-03-02 05:58 UTC

   Teams are investigating errors on multiple services in the EMEA (UAE) region. The platform provider is engaged and actively troubleshooting with the Genesys development teams. Next update 01:30 Eastern or sooner as information becomes available.

2. investigating 2026-03-02 06:28 UTC

   Genesys Cloud is experiencing a region-wide service disruption affecting our customers in the UAE. Our development teams continue to work with the platform provider to resolve this issue. If your operations are impacted, please contact the Genesys Product Support team to...

3. investigating 2026-03-02 07:03 UTC

   Genesys development teams continue working with the platform provider to restore services in the UAE region. The platform provider has advised recovery efforts are expected to take several hours. If your operations continue to be impacted, please contact Product Support to...

4. investigating 2026-03-02 10:25 UTC

   We continue to experience service disruptions in the UAE region. Genesys development teams are working closely with the platform provider to restore all services. The recovery process is ongoing and is expected to take several hours to complete. If your business operations are...

5. identified 2026-03-02 16:20 UTC

   Due to regional events, Genesys Cloud continues to experience a service disruption affecting the platform in the UAE region. The incident is affecting multiple data centers in our platform provider’s infrastructure. Our platform provider has teams actively engaged in restoration...

6. identified 2026-03-03 01:59 UTC

   Following continued widespread infrastructure challenges in the UAE region, multiple critical services within the Genesys Cloud environment continue to experience disruptions. These technical issues are impacting service delivery through our platform provider's regional...

7. identified 2026-03-03 11:00 UTC

   Due to significant infrastructure challenges, Genesys Cloud continues to experience ongoing service disruptions affecting the UAE region. While the platform provider has made progress in restoring some functionality, including partial access to management consoles and...

8. identified 2026-03-03 20:00 UTC

   Genesys Cloud continues to experience service disruptions affecting the UAE Region. Genesys development teams are actively working with the platform provider to restore full service functionality. While teams have made progress in recovery efforts, with improvement in storage...

9. identified 2026-03-04 02:48 UTC

   Genesys Cloud is actively responding to significant service disruptions affecting our UAE Region operations. Our development teams are working closely with our platform provider to restore full service functionality while prioritizing system integrity. Storage systems are...

10. identified 2026-03-04 13:22 UTC

    Genesys Cloud development teams continue working with the platform provider toward resolution of the service disruptions impacting the UAE region. While we are seeing some positive progress, several core services remain impaired, including database operations, the ability to...

11. identified 2026-03-05 02:01 UTC

    The UAE region continues to experience a significant service disruption. Genesys monitoring has shown no successful connectivity tests in the last forty-eight hours, and regional services remain unavailable. Once services begin to recover, we will prioritize the restoration of...

12. identified 2026-03-05 12:47 UTC

    Genesys Cloud teams continue to work closely with the platform provider to restore services in the UAE region. Both Genesys and the platform provider are taking a measured approach aimed to enable both customer and foundational service recovery while maintaining system...

13. identified 2026-03-06 01:59 UTC

    Status remains unchanged at this time. The next update will be posted at 9am Eastern or as information becomes available.

14. identified 2026-03-06 13:59 UTC

    The Genesys Cloud platform is showing encouraging signs of improvement following the recent service disruptions in UAE. Core authentication services are intermittently operational, allowing some users to access the Genesys platform, though many core features remain temporarily...

15. identified 2026-03-06 22:08 UTC

    Genesys Cloud is experiencing partial service recovery following regional infrastructure challenges in the UAE region. Authentication services have been restored, core database operations are showing improvement, and directory services are stabilizing. While users can...

16. identified 2026-03-07 16:31 UTC

    There has been no material change regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with...

17. identified 2026-03-08 14:29 UTC

    There have been no significant changes regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with...

18. identified 2026-03-09 14:33 UTC

    Genesys Cloud continues to experience service disruptions in the EMEA (UAE) region. While we've observed minor improvements in some service metrics, significant challenges remain as we work to restore full service functionality. Core infrastructure services remain in recovery...

19. monitoring 2026-03-10 17:07 UTC

    We continue to experience service disruptions in the UAE region. The recovery of Genesys Cloud services is directly dependent on the restoration of core infrastructure by the platform provider. Genesys teams are actively monitoring service health and error rates, conducting...

20. monitoring 2026-03-15 19:09 UTC

    We continue to experience service disruptions in the UAE region. Restoration of Genesys Cloud services remains directly dependent on the platform provider’s recovery of core infrastructure. Genesys teams are actively monitoring service health and error rates, while continuing to...

21. monitoring 2026-03-20 15:46 UTC

    Genesys Cloud continues to experience significant service disruptions in the UAE region. While improvements have been observed in some platform metrics, full restoration of Genesys Cloud services remains dependent on the platform provider's recovery of core infrastructure...

22. monitoring 2026-03-27 21:10 UTC

    Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.

23. monitoring 2026-04-07 14:48 UTC

    Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.

24. monitoring 2026-04-24 20:39 UTC

    Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.

25. monitoring 2026-05-08 11:40 UTC

    Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.

26. monitoring 2026-05-18 13:48 UTC

    Guidance remains to continue operations in alternate regions. The platform provider has advised recovery is expected to take several months. We will share new information as it becomes available.

27. resolved 2026-07-15 20:11 UTC

    After extensive monitoring and coordination with our platform provider over the past months, we must inform you that Genesys Cloud services in the EMEA (UAE) region will remain unavailable until further notice. The continued infrastructure challenges in the region have prevented...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (UAE)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-01 13:18 UTC

   Teams are investigating an issue impacting multiple features in the Genesys Cloud platform. The platform provider has been engaged and is actively assisting in the incident. Next update 09:15 Eastern or sooner as information becomes available.

2. resolved 2026-03-01 13:39 UTC

   Genesys is continuing to monitor activities in the region with the platform provider. Genesys Cloud services are operating normally after evacuating services from a single availability zone. There is no current impact to our customers. We will provide immediate updates through...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Dublin)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-02-26 08:49 UTC

   Teams are investigating an issue impacting voice bot flows and third party bot flows. Digital bot flows will remain unaffected. Next update 04:30 Eastern or sooner as information becomes avaialble.

2. monitoring 2026-02-26 09:30 UTC

   Service teams identified the root cause as an issue with the speech-to-text provider and have worked with the vendor to restore service. Error rates have returned to normal and we continue to monitor for stability.

3. monitoring 2026-02-26 09:31 UTC

   We are continuing to monitor for any further issues.

4. resolved 2026-02-26 09:36 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Asia Pacific (Tokyo)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-02-02 11:18 UTC

   Teams are investigating an issue causing latency with real-time conversation and user detail records in the Tokyo region. Next update 07:00 Eastern or sooner as information becomes available.

2. investigating 2026-02-02 12:01 UTC

   mitigation steps have been implemented. Customers may continue to experience delays until the backlogged events are successfully processed. Next update 07:45 Eastern or sooner as information becomes available.

3. investigating 2026-02-02 12:35 UTC

   The service team has implemented additional mitigation actions and we are actively monitoring their effectiveness. We continue to process the backlog of events while working to restore full service performance. Next update 08:30 or sooner as information becomes available.

4. resolved 2026-02-02 13:07 UTC

   The backlogged events have been successfully processed and the service is operating as expected

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Asia Pacific (Mumbai)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-01-29 13:48 UTC

   We are currently investigating an issue that has resulted in missing data in the Analytics dashboards. Our team is working to identify the root cause and restore the missing data as soon as possible. Next update 09:45 Eastern or sooner as information becomes available.

2. identified 2026-01-29 14:38 UTC

   The root cause has been identified, and a plan has been developed to restore the missing data to the Analytics dashboards. The restoration process is currently being tested in the development environment before executing in the production environment. Next update 10:45 Eastern...

3. identified 2026-01-29 15:43 UTC

   Teams are continuing to test the data restoration process in the development environment. Once the testing phase has been completed successfully and we are confident in the process, we will move forward with execution in production to restore data in the Analytics dashboards....

4. identified 2026-01-29 16:44 UTC

   Teams are beginning the recovery process in production, beginning with the Sao Paulo region. Next update 12:45 Eastern or sooner as information becomes available.

5. identified 2026-01-29 17:36 UTC

   Restoration is completed in Mumbai. Restoration is continuing in Sao Paulo. We are able to confirm data restored as mitigation steps are implemented. Next update 13:45 or sooner as information becomes available.

6. resolved 2026-01-29 18:03 UTC

   All data has been restored. Incident has been resolved

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Asia Pacific (Mumbai)

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2026-01-29 12:38 UTC

   Between 4:30 AM and 7:07 AM Eastern Time, customers in the Sao Paulo and Mumbai regions experienced issues with Analytics dashboards not loading correctly. Our service team has successfully resolved the incident, and all Analytics dashboards are now functioning as expected.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: Orchestration, control plane, service discovery or load balancing failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-01-23 18:45 UTC

   Teams are investigating error reports when setting agent status, causing some agents to not receive ACD calls. Some users have experienced improvement after refreshing the browser and/or logging out and back in. Fix actions are being applied. Next update top of the hour.

2. monitoring 2026-01-23 18:53 UTC

   Fix actions have resulted reduction of errors. Affected agents should refresh their status. Monitoring for stability.

3. resolved 2026-01-23 19:04 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (US East), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), EMEA (Zurich), EMEA (UAE), Americas (Mexico), Asia Pacific (Singapore)

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-01-11 10:36 UTC

   Some customers may experience issues creating or modifying new call routing configurations. Existing call flows and configurations continue to work normally. Our engineering team has identified the issue and mitigation steps are being implemented. Next update top of the hour.

2. identified 2026-01-11 11:03 UTC

   Root cause of the issue has been identified and the team continues to take steps to mitigate. Next update in 1 hour or sooner as information becomes available.

3. resolved 2026-01-11 11:21 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Asia Pacific (Tokyo)

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2026-01-09 07:58 UTC

   Genesys Cloud service teams identified an issue impacting WebRTC calls. Mitigation steps have been implemented and error rates have improved. Customers needing a formal RCA should open a case where it will be attached. Impact period was 06:37GMT-07:46GMT.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2025-12-23 16:08 UTC

   Between 10:10 AM ET and 10:45 AM ET, some customers experienced issues with new inbound and outbound calls. During this 35-minute period, while existing calls remained connected, new calls were unable to complete successfully. Customers may have also experienced issues with call...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Dublin), EMEA (Frankfurt), EMEA (London)

Failure mode: Orchestration, control plane, service discovery or load balancing failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-12-16 14:18 UTC

   Teams are investigating an issue where agents are unable to end callbacks due to call controls being grayed out. Next update 09:45 Eastern or sooner as information becomes available.

2. identified 2025-12-16 14:38 UTC

   Root cause of the issue has been identified and the team is taking steps to mitigate. Next update 10:15 Eastern or sooner as information becomes available.

3. monitoring 2025-12-16 14:44 UTC

   Mitigation steps have been implemented. Customers will need to refresh the Genesys Cloud client for changes to take effect.

4. resolved 2025-12-16 14:47 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2025-11-28 06:30 UTC

   On November 28, 2025, between 06:30 and 07:25 GMT, some customers in the APAC (Tokyo) region experienced issues with voice services. During this time, users may have encountered intermittent failures with inbound and outbound calls, difficulties with call controls, and error...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Frankfurt)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-11-12 23:29 UTC

   Genesys Cloud has identified an issue impacting real-time analytics. Users may experience temporary delays for analytics and reporting functions. Mitigation steps are being implemented at this time. Next update top of the hour.

2. identified 2025-11-13 00:32 UTC

   While initial mitigation steps have been implemented, they have not resolved the underlying issue. Our engineering teams are actively investigating the root cause and working toward a resolution. Customers will continue to experience delays with analytics and reporting functions...

3. identified 2025-11-13 01:34 UTC

   Our engineering teams continue investigating the root cause and are working toward a resolution. Next update 21:30 Eastern or sooner as information becomes available.

4. identified 2025-11-13 01:42 UTC

   Our development teams have implemented multiple remediation strategies and we are beginning to see improvement. Customers will continue to see delays in analytics data until the backlogged events are processed. Next updated 21:45 Eastern or sooner as information becomes...

5. resolved 2025-11-13 01:57 UTC

   The backlogged events have been processed and service is fully recovered

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-10-27 18:04 UTC

   Genesys Cloud has identified an issue impacting real time analytics. Mitigation steps have been implemented and the service is in recovery. Interaction data will be delayed until the backlogged events have been processed. Next update 14:45 Eastern.

2. identified 2025-10-27 18:45 UTC

   The service is continuing to process backlogged events. Additional mitigation steps have been implemented to help speed recovery. Next update 15:30 Eastern.

3. resolved 2025-10-27 19:01 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (US East)

Failure mode: Network, DNS, routing or connectivity failure. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. monitoring 2025-10-23 21:14 UTC

   Between 16:38 and 16:54, Genesys customers in the US East, São Paulo and Tokyo regions experienced connectivity issues with Genesys Cloud. Users were able to reconnect after multiple attempts using retry logic. The issue has been resolved and services are now operating normally.

2. monitoring 2025-10-23 21:19 UTC

   We are continuing to monitor for any further issues.

3. resolved 2025-10-23 21:34 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2025-10-20 09:35 UTC

   Genesys Cloud experienced a major incident due to the platform provider. Genesys Cloud services are in recovery at this time, but have not fully restored. Next update top of the hour.

2. identified 2025-10-20 09:53 UTC

   The platform provider reported mitigation steps have been applied. Genesys Cloud services began to see initial recovery at ~4:37am ET, with marked improvement at ~5:20am ET. Services are still in recovery at this time. External updates via this page were initially unavailable...

3. identified 2025-10-20 10:23 UTC

   Services are still pending recovery in US East. ACD email routing and SMS have experienced cross regional impact as a result. The following regions may be experiencing ACD email and/or SMS delays: Amercias US East, US West, Canada, and Sao Paulo. EMEA Dublin and Frankfurt. APAC...

4. identified 2025-10-20 10:47 UTC

   The platform provider is still in recovery; Genesys Cloud services see improvement but are not fully recovered. Next update 7:15am ET

5. identified 2025-10-20 11:17 UTC

   The platform provider is continuing to work on recovery. While Genesys Cloud services see some improvement, services remain impaired. SMS delays have recovered globally. Next update 7:45am ET.

6. identified 2025-10-20 11:28 UTC

   Voice traffic is currently passing, digital messaging services are significantly degraded at this time. Next update 7:45am ET

7. identified 2025-10-20 11:47 UTC

   Teams are continuing to work with the platform provider for full recovery. Most Genesys Cloud services are operational at this time (with varying degrees of degradation). Digital Messaging is experiencing significant delay. Next update 8:15am ET

8. identified 2025-10-20 12:19 UTC

   Most services are operating without issue. Digital Messaging is in recovery and processing events. Transcription services are delayed and the team is taking additional mitigation steps to recover. Next update 8:45am ET

9. identified 2025-10-20 12:46 UTC

   Most services remain operational without issue. Digital Messaging has recovered but X dm's are still impaired. Transcription services are degraded, but in recovery. Next update 9:15am ET or as info becomes available.

10. identified 2025-10-20 13:14 UTC

    Most Genesys Cloud services remain operational with no errors. Digital Messaging has recovered, including X integrations and DMs. Transcription services have improved significantly but may still experience minor delays. Next update 09:45 or sooner as information becomes...

11. identified 2025-10-20 13:46 UTC

    Most Genesys Cloud services continue to remain operational. Transcription services may still experience degradation and Journey Flows UI may show outdated information. Next update 10:15 or sooner as information becomes available.

12. identified 2025-10-20 14:14 UTC

    Due to the ongoing platform provider issues, multiple Genesys Cloud services are now experiencing degradation. Users may encounter delays with analytics notifications, observations, and difficulty connecting to the Genesys Cloud application. Additionally, automatic speech...

13. identified 2025-10-20 14:49 UTC

    The platform provider continues to work toward resolution while Genesys service teams investigate ways to improve stability internally. Users may continue to encounter delays with analytics notifications, observations, and difficulty connecting to the Genesys Cloud application...

14. identified 2025-10-20 14:57 UTC

    Genesys Cloud users who are logged in should remain logged in to the application. Do not refresh your browser or client, as this may prevent you from reconnecting or result in blank menus if you are able to reconnect. Next update 11:30AM or sooner as information becomes...

15. identified 2025-10-20 15:31 UTC

    The platform provider continues to work toward resolution while Genesys service teams investigate ways to improve stability internally. Customers may still experience delays with analytics notifications, observations, difficulty connecting to the Genesys Cloud application...

16. identified 2025-10-20 16:07 UTC

    The platform provider is continuing to work toward resolution. While Genesys customers are no longer receiving Maintenance Mode messages, several issues persist. System-wide impacts include analytics delays, latency in automatic speech recognition, and speech-to-text services,...

17. identified 2025-10-20 16:46 UTC

    Genesys continues to work with platform provider to resolve ongoing service disruptions on their platform. The initial Maintenance Mode messages have been resolved; however, multiple service impacts remain active. Users are experiencing delays in analytics reporting and degraded...

18. identified 2025-10-20 17:15 UTC

    Our platform provider continues their efforts to resolve service disruptions affecting Genesys Cloud systems. While we have resolved the earlier Maintenance Mode messaging issue, customers are still experiencing several service impacts. Analytics reporting is experiencing...

19. identified 2025-10-20 17:47 UTC

    Work continues with our platform provider to address the ongoing service disruptions within Genesys Cloud. The previously reported Maintenance Mode message issue has been resolved and some services are seeing slight improvement in error rates; however, multiple service impacts...

20. identified 2025-10-20 18:16 UTC

    The platform provider continues to address service disruptions affecting Genesys Cloud. The previous Maintenance Mode issue has been resolved, and connectivity to the Genesys Cloud application has been restored. While users may experience initial latency when launching the...

21. identified 2025-10-20 18:49 UTC

    Progress continues as our platform provider works to resolve ongoing Genesys Cloud service disruptions. We've successfully restored application connectivity and resolved the earlier Maintenance Mode issue. Users should now be able to access application menus after initial...

22. identified 2025-10-20 19:16 UTC

    The platform provider continues their remediation efforts to address Genesys Cloud service disruptions. While application connectivity has been mostly restored and the Maintenance Mode issue resolved, several service impacts remain. Upon initial connection, users may experience...

23. identified 2025-10-20 19:45 UTC

    Work continues with our platform provider to resolve the ongoing Genesys Cloud service disruptions. Application connectivity has largely been restored following the earlier Maintenance Mode issue, and users can now access application menus despite some initial connection...

24. identified 2025-10-20 20:16 UTC

    The platform provider continues their efforts to restore full functionality to Genesys Cloud services. While application connectivity has improved and menu access is available after initial connection latency, we are experiencing widespread communication challenges. Users are...

25. identified 2025-10-20 20:47 UTC

    Remediation efforts continue as the platform provider works to restore complete functionality across Genesys Cloud services. Although we've seen improvements in application connectivity and menu accessibility following initial connection delays, significant communication...

26. monitoring 2025-10-20 21:26 UTC

    While the platform provider continues to work toward complete recovery, Genesys Cloud services have recovered, and we are in a monitoring state. All system functionalities have been restored to normal operation, including application connectivity, menu access, communication...

27. monitoring 2025-10-20 21:28 UTC

    We are continuing to monitor for any further issues.

28. resolved 2025-10-20 22:54 UTC

    This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-10-16 07:33 UTC

   Development teams are investigating an issue impacting real time analytics in Sao Paulo region. Customers may experience delays with user presence, aggregate metrics, observation metrics, and notifications. Mitigation steps have been implemented, and we are monitoring for...

2. monitoring 2025-10-16 07:49 UTC

   Mitigation steps were successful, with error rates continuing to decline. Next update: 04:00 AM ET, or earlier if new information becomes available.

3. resolved 2025-10-16 08:00 UTC

   Error rates have returned to normal, and the backlogged events have been successfully processed. Issue is now resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (Canada), Asia Pacific (Seoul), FedRAMP, EMEA (UAE), Asia Pacific (Osaka)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2025-10-15 10:14 UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 07:00 Eastern or sooner as information becomes available

2. identified 2025-10-15 10:59 UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

3. identified 2025-10-15 11:30 UTC

   It is confirmed the issue is isolated to the X stream functionality only. Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

4. identified 2025-10-15 12:56 UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the stream error within their platform. Next update 10:00 Eastern or sooner as information becomes available.

5. identified 2025-10-15 13:55 UTC

   Service teams continue to work with the vendor to restore service. Impact remains with Genesys Cloud Social Listening. Inbound and Outbound DMs are working as expected. Next update 11:30AM Eastern or sooner as information becomes available.

6. identified 2025-10-15 15:30 UTC

   Our vendor is continuing to investigate the issue in their API v2 offering, next update 13:00 Eastern or sooner as information becomes available.

7. identified 2025-10-15 17:00 UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 14:00 Eastern, or sooner if new information becomes available.

8. identified 2025-10-15 18:02 UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 16:00 Eastern, or sooner if new information becomes available.

9. identified 2025-10-15 19:59 UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 18:00 Eastern, or sooner if new information becomes available.

10. resolved 2025-10-15 22:19 UTC

    This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-09-26 19:06 UTC

   Teams are investigating latent conditions with assignment functions at this time. Next update bottom of the hour.

2. identified 2025-09-26 19:27 UTC

   Error counts are decreasing; additional mitigation steps are in progress to speed recovery. Next update top of the hour.

3. identified 2025-09-26 20:01 UTC

   Additional mitigation steps completed; recovery in progress as backlog processing completes. Next update bottom of the hour.

4. monitoring 2025-09-26 20:11 UTC

   Backlog has cleared; monitoring for stability.

5. resolved 2025-09-26 20:36 UTC

   Genesys Cloud customers experienced service delays affecting conversation routing in the US West region. During the incident, users may have experienced extended queue times and delayed agent assignments. The development team identified root cause as a database performance...

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-08-24 13:49 UTC

   Development teams are investigating an issue impacting real time analytics in US-West region. Customers may experience delays with detail records, aggregate metrics, observation metrics and notifications. Mitigation steps have been implemented and we are monitoring for...

2. investigating 2025-08-24 14:25 UTC

   Mitigation steps are successful, with error rates continuing to decline. Next update: 11:00 AM ET, or earlier if new information becomes available.

3. resolved 2025-08-24 15:02 UTC

   Error rates have returned to normal and the backlogged events have successfully been processed. Issue is now resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2025-07-30 22:42 UTC

   Teams are investigating an issue that is intermittently impacting users ability to make and receive WebRTC calls. Mitigation steps have been implemented and we are seeing improvement. Next update 19:00 Eastern.

2. monitoring 2025-07-30 22:52 UTC

   Error rates have subsided and all health checks are passing successfully. Monitoring for stability before resolving.

3. resolved 2025-07-30 23:05 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Dublin), EMEA (Frankfurt)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. monitoring 2025-07-23 14:22 UTC

   Genesys Cloud service teams have identified an issue intermittently impacting WebRTC calls. Mitigation steps have been implemented and error rates have improved. Next update 10:45 AM Eastern.

2. monitoring 2025-07-23 14:42 UTC

   Error rates have returned to normal. We continue to monitor for stability as issue was intermittent. Next update 11:00 Eastern

3. resolved 2025-07-23 14:59 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Zurich)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-07-08 15:13 UTC

   Some customers in the Zurich region may experience issues updating and creating work items. This is a continuation of the previous incident in which the platform provider is performing additional work to restore service to certain lambda functions. Next update 12:00 Eastern or...

2. identified 2025-07-08 16:02 UTC

   The platform provider continues to work toward resolution. Some services are seeing improvement but users may still experience issues with work items. Next update 12:45 Eastern or sooner as information becomes available.

3. resolved 2025-07-08 16:15 UTC

   The platform provider has resolved this issue.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Frankfurt)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-07-08 11:18 UTC

   Users may experience temporary delays for analytics and reporting functions. Mitigation steps are being implemented at this time. Next update top of the hour.

2. investigating 2025-07-08 11:24 UTC

   Mitigation steps have been applied. Recovery is in progress.

3. investigating 2025-07-08 11:33 UTC

   Errors returned, additional mitigation steps are being applied. Next update top of the hour.

4. investigating 2025-07-08 11:43 UTC

   Latest mitigation steps have proven successful. Monitoring recovery. Next update top of the hour.

5. monitoring 2025-07-08 11:59 UTC

   Teams will continue to monitor to ensure stability. Health checks are normal.

6. resolved 2025-07-08 12:10 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Zurich)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-07-08 10:37 UTC

   The platform provider is actively investigating an issue impacting Genesys Cloud. Customers may experience issues with inbound/outbound calls and callbacks. Other impact includes being unable to update forecast and schedules and delays in work items.

2. identified 2025-07-08 11:21 UTC

   The platform provider has identified root cause and is working toward resolution. Customers may continue to experience issues with calls, callbacks, forecast, schedules, voicemail, greetings, analytics exports, performance external metric data definitions, bot publishing...

3. identified 2025-07-08 11:47 UTC

   The platform provider has implemented mitigation steps and is continuing to work toward full restoration. We are beginning to see improvement across multiple services within Genesys Cloud as error rates are returning to normal and services are processing backlogged events. Next...

4. monitoring 2025-07-08 12:03 UTC

   This issue has been resolved - error rates have returned to normal. Monitoring for stability before resolving.

5. resolved 2025-07-08 12:12 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Frankfurt)

Failure mode: Orchestration, control plane, service discovery or load balancing failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-07-07 13:52 UTC

   Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.

2. identified 2025-07-07 14:09 UTC

   The original symptoms from the earlier incident have recurred. The development team has applied additional mitigation steps. Monitoring results at this time. Next update bottom of the hour.

3. monitoring 2025-07-07 14:15 UTC

   Health checks are improving. Monitoring for stability. Orgs that continue to experience stuck interactions please work with product support if unable to clear. https://help.mypurecloud.com/articles/disconnect-interactions/

4. resolved 2025-07-07 14:24 UTC

   This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Frankfurt), EMEA (Frankfurt)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-07-07 07:53 UTC

   Genesys Cloud has identified an issue impacting inbound call routing. Teams are working to triage and determine next steps.

2. investigating 2025-07-07 07:54 UTC

   We are continuing to investigate this issue.

3. investigating 2025-07-07 08:47 UTC

   Mitigation steps have been applied. Pending health check review. Next update top of the hour.

4. investigating 2025-07-07 09:03 UTC

   Monitoring for stability. The service is in recovery. Impacted orgs should refresh presence status for agents.

5. investigating 2025-07-07 09:12 UTC

   The issue has been resolved. Any orgs who experience stuck interactions should refer to https://help.mypurecloud.com/articles/disconnect-interactions/ for assistance. If additional assistance is needed to help clear interactions, please contact product support.

6. resolved 2025-07-07 09:13 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US East), Americas (US West)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-07-03 20:50 UTC

   Some customers may be experiencing elevated error rates for Lex v2 flows. The Genesys team is working with the platform provider at this time. Next update 5:30pm ET or as information becomes available.

2. identified 2025-07-03 21:18 UTC

   Teams are continuing troubleshooting efforts with the platform provider to determine root cause and next steps. Next update 6:15pm ET or as information becomes available.

3. identified 2025-07-03 22:18 UTC

   The platform provider is continuing to troubleshoot the issue for root cause and mitigation. Next update 1 hour or as information becomes available.

4. identified 2025-07-03 23:13 UTC

   Error rates are decreasing. Pending update from the platform provider. Next update 8:15pm ET or as information becomes available.

5. monitoring 2025-07-03 23:28 UTC

   Platform provider advised services should be in recovery. Health checks have returned to normal. Monitoring for stability.

6. resolved 2025-07-03 23:29 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-06-24 17:14 UTC

   Development teams are investigating an issue impacting Analytics Detail Records. Next update 13:45 Eastern or sooner as information becomes available.

2. identified 2025-06-24 17:25 UTC

   Mitigation steps have been implemented and we are seeing improvement. Next update 14:00 or sooner as information becomes available.

3. resolved 2025-06-24 17:35 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-06-20 13:44 UTC

   We are investigating an issue resulting in errors or delays when accessing analytics data through the Genesys Cloud client and the API. Next update 10:15 AM Eastern

2. investigating 2025-06-20 14:15 UTC

   While we have implemented initial fixes to address the issues, we are observing inconsistent results in error rates. Teams are continuing to actively monitor and investigate.

3. resolved 2025-06-20 14:28 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (US East)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2025-06-18 15:16 UTC

   Genesys Cloud customers using the WhatsApp integration may be experiencing errors with messages that contain emojis. The development team has implemented mitigation steps. Next update bottom of the hour.

2. monitoring 2025-06-18 15:41 UTC

   Recovery is in progress after mitigation steps.

3. monitoring 2025-06-18 15:48 UTC

   Monitoring for stability

4. resolved 2025-06-18 15:52 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (US West)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-06-16 18:04 UTC

   Teams are investigating an issue that is impacting Analytics Performance Views. Customers may experience delays with detail records, metrics, observations and notifications, Next update 14:30 Eastern

2. identified 2025-06-16 18:19 UTC

   The issue has been identified and mitigation steps have been implemented. We are seeing improvement as the service is actively processing backlogged events. Next update 14:45 Eastern or as information becomes available.

3. identified 2025-06-16 18:43 UTC

   Mitigation steps have proven successful and the service is continuing to successfully process backlogged events. Next update 15:15 Eastern or as information becomes available.

4. identified 2025-06-16 19:14 UTC

   While the service continues to work through the backlogged events, processing has temporarily slowed. The service team is evaluating additional mitigation steps that would increase processing capacity. Next update 15:45 Eastern or as information becomes available.

5. identified 2025-06-16 19:52 UTC

   The service team has implemented additional optimizations to improve performance on the cluster. These changes will help to process delayed messages more efficiently. Next update 16:15 Eastern.

6. identified 2025-06-16 20:18 UTC

   The additional mitigation steps have helped and the backlog is now being processed more efficiently. Next update 16:45 Eastern.

7. identified 2025-06-16 21:54 UTC

   The service is continuing to process the backlogged events successfully. If the service continues on current trend we expect all clear by 18:30 Eastern. Customers will continue to see delayed analytics information until the backlog is clear.

8. resolved 2025-06-16 22:02 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), FedRAMP, Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), EMEA (Zurich), EMEA (UAE), Asia Pacific (Osaka)

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2025-06-12 18:44 UTC

   Customers may be experiencing errors using TTS, STT, and bot flows. A case has been opened with the vendor. For speech-to-text issues, users should select Genesys Enhanced v2 as the speech-to-text provider in the bot flow. For text-to-speech (TTS), users need to select a...

2. identified 2025-06-12 19:19 UTC

   The vendor has advised mitigation steps are in progress with some recovery observed. No ETR at this time.

3. monitoring 2025-06-12 19:43 UTC

   The vendor advised they have largely recovered. Genesys will monitor until the all clear is received.

4. monitoring 2025-06-12 20:02 UTC

   Genesys is still seeing errors from the vendor but does note improvement since incident started. Pending final resolution from the vendor.

5. monitoring 2025-06-12 20:23 UTC

   TTS and STT are healthy at this time. Errors are still being observed on Dialogflow. Pending status from vendor.

6. monitoring 2025-06-12 21:08 UTC

   Dialogflow errors have ceased. The vendor is reporting recovery but has not provided the all clear. Will continue to monitor.

7. resolved 2025-06-12 23:36 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: Americas (Sao Paulo)

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2025-05-14 21:39 UTC

   Customers may be experiencing delays with real time analytics and reporting. Mitigation steps have been implemented. Next update 30 min or as information becomes available.

2. resolved 2025-05-14 21:45 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.

Affected: EMEA (Dublin)

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-05-05 11:16 UTC

   Customers are experiencing issues with voice bot flows causing some calls to fail. Mitigation steps are being implemented. Next update 07:30 Eastern

2. monitoring 2025-05-05 11:23 UTC

   Error rates have returned to normal levels and customers are seeing improvement.

3. resolved 2025-05-05 11:45 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Genesys Cloud's status page.