Outage in Genesys Cloud

Elevated Error Rates: Americas (US East) and Americas (US West)

Resolved Major
July 03, 2025 - Started about 13 hours ago - Lasted about 3 hours
Official incident page

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Outage Details

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.
Latest Updates ( sorted recent to last )
RESOLVED about 11 hours ago - at 07/03/2025 11:29PM

This incident has been resolved.

MONITORING about 11 hours ago - at 07/03/2025 11:28PM

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

IDENTIFIED about 11 hours ago - at 07/03/2025 11:13PM

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

IDENTIFIED about 12 hours ago - at 07/03/2025 10:18PM

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

IDENTIFIED about 13 hours ago - at 07/03/2025 09:18PM

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.

IDENTIFIED about 13 hours ago - at 07/03/2025 08:50PM

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.

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