Outage in Genesys Cloud

Elevated Error Rates - EMEA (Zurich)

Resolved Major
July 08, 2025 - Started about 18 hours ago - Lasted about 2 hours
Official incident page

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Outage Details

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.
Latest Updates ( sorted recent to last )
RESOLVED about 16 hours ago - at 07/08/2025 12:12PM

This incident has been resolved.

MONITORING about 16 hours ago - at 07/08/2025 12:03PM

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

IDENTIFIED about 17 hours ago - at 07/08/2025 11:47AM

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 update 08:15 AM Eastern or sooner as information becomes available.

IDENTIFIED about 17 hours ago - at 07/08/2025 11:21AM

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 failures and bot executions. Next update 07:45 Eastern or sooner as information becomes available.

INVESTIGATING about 18 hours ago - at 07/08/2025 10:37AM

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.

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