Outage in Genesys Cloud

Elevated Error Rates (Global)

Resolved Minor
October 02, 2023 - Started about 2 years ago - Lasted about 2 hours
Official incident page

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Outage Details

We are investigating an issue where items on the interactions list page are failing to load. Mitigation steps have been implemented and we are monitoring for improvement. Next update 06:30 or sooner as information becomes available.
Components affected
Genesys Cloud Americas (US East) Genesys Cloud Asia Pacific (Sydney) Genesys Cloud EMEA (London) Genesys Cloud EMEA (Dublin) Genesys Cloud Asia Pacific (Seoul) Genesys Cloud Asia Pacific (Mumbai) Genesys Cloud Americas (Canada) Genesys Cloud Americas (US West) Genesys Cloud Asia Pacific (Tokyo) Genesys Cloud EMEA (Frankfurt)
Latest Updates ( sorted recent to last )
RESOLVED about 2 years ago - at 10/02/2023 11:28AM

Issue has been resolved. Any conversations with mismatched data will be backfilled after hours.

IDENTIFIED about 2 years ago - at 10/02/2023 11:15AM

The issue has been identified and a fix is being implemented.

INVESTIGATING about 2 years ago - at 10/02/2023 11:13AM

We are seeing improvement. Mitigation steps have resolved issues with any new interactions. Conversations initiated prior to mitigation steps will still see issues with mismatched analytics data and would not load properly in the UI. Any conversations with mismatched data will be backfilled after hours

INVESTIGATING about 2 years ago - at 10/02/2023 10:35AM

Interactions that were affected by this issue are not able to load from the Performance->Workspace Interactions List. Users will see a UI error. Only specific interactions are impacted and teams are still working to determine exact scenario that causes the error. We are testing to determine that the previous mitigation steps have resolved issues with new interactions. Calls do not appear to be impacted at this time, only a mismatch in analytics data on interactions.

INVESTIGATING about 2 years ago - at 10/02/2023 09:57AM

We are investigating an issue where items on the interactions list page are failing to load. Mitigation steps have been implemented and we are monitoring for improvement. Next update 06:30 or sooner as information becomes available.

Latest Genesys Cloud outages

Assignment Latency: Americas (US West) - 17 days ago
Analytics & Reporting Delays Americas (US-West) - about 2 months ago
Elevated Error Rates - Americas (US-West) - 3 months ago
Elevated Error Rates - WebRTC (EMEA Frankfurt and Dublin) - 3 months ago
Elevated Error Rates - EMEA (Zurich) - 3 months ago

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