Americas (US East) Incident

This incident has been resolved.

We are continuing to monitor for any further issues.

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 channels, outbound operations, email processing, messaging services, inbound voice traffic, callbacks, analytics, notification systems, WebRTC call alerting, presence detection, and all speech-related functions (Bot Flows, Google Dialogflow, and text-to-speech).

If customers are still experiencing issues, please reopen your Genesys Cloud desktop application or refresh the browser tab. Once the application has been refreshed, if issues still persist, please contact support to open a new ticket for investigation.

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 disruptions persist throughout the system. We are currently experiencing failures in multiple communication channels, including outbound operations where campaigns and calls are generating generic error messages. Email processing is showing intermittent failures, and messaging services remain disrupted. Inbound voice traffic and callback functionality continue to be affected. Users are also encountering delays in analytics systems and notifications, while presence detection issues are preventing proper WebRTC call alerting. Additionally, all speech-related functions, including Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis, are operating at reduced performance levels. To maintain service access, users should avoid refreshing their current browser sessions or clients. We will provide the next update by 17:15 or earlier as developments occur.

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 reporting failures across multiple channels: outbound campaigns and calls are failing with a generic error message, email interactions are intermittently failing, and messaging services are disrupted. Inbound calls and callback operations remain impacted. Additional service issues include delays in analytics notifications and observations, compromised presence detection affecting WebRTC call alerts, and Edge data becoming stale. Speech-related services continue to show degraded performance, particularly in Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis. Users should maintain their current sessions by avoiding browser and client refreshes. The next status update will be provided by 16:45 or sooner as new information becomes available.

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 latency. However, significant challenges persist across multiple services. Critical communication functions are impacted, including messaging services, inbound/outbound call processing, and callback operations. We continue to observe delays in analytics notifications and observations, while presence detection issues are affecting WebRTC call alerts. Edge data staleness remains a concern, and speech-related services are experiencing degraded performance, impacting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis. To prevent service interruption, users should refrain from refreshing their browsers and clients while logged in. The next update will be provided by 16:15 or earlier as developments occur.

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 latency but should gain access to application menus. We are observing failures in messaging services and both inbound and outbound call processing and callbacks. Other ongoing impacts include delays in analytics notifications and observations, compromised presence detection affecting WebRTC call alerts, and Edge data becoming stale. Speech-related services continue to show degraded performance, particularly affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users should continue to avoid refreshing their browsers and clients while logged in to maintain system access. The next status update will be provided by 15:45 or sooner as new information becomes available.

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 connection, though they may encounter some launch latency. Current service impacts include delayed analytics notifications and observations, presence detection issues that interfere with WebRTC call alerts, and potential staleness in Edge data. Users may also notice continued degradation in speech-related services, affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis functions. To maintain system access, we recommend that users avoid refreshing their browsers and clients while logged in. We will provide the next status update by 15:15 or earlier if there are significant developments.

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 application, menus should become available once connected. Several impacts persist, including delays in analytics notifications and observations, presence detection issues affecting WebRTC call alerts, and Edge data that may become stale. Speech services continue to experience degraded performance, impacting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users are still advised to avoid refreshing their browsers and clients while logged in. The next update will be provided by 14:45 or sooner as information becomes available.

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 persist across the platform. Current challenges include delayed analytics reporting and degraded speech service performance, affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users continue to experience limited access to application menus, along with presence detection issues that prevent proper WebRTC call notifications. Chat functionality and dialer campaign operations remain impacted. To preserve access to available application menus, users should refrain from refreshing their browsers or clients while logged in. The next status update will be communicated by 14:15 or earlier if there are significant developments.

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 delays, and our speech services are operating with reduced performance, particularly affecting Bot Flows, Google Dialogflow features, and the synthesis of speech through text-to-speech engines. Customers may find application menus inaccessible, and presence detection issues are causing missed WebRTC call notifications. Additionally, chat services and dialer campaign operations are experiencing disruptions. We strongly advise currently logged-in users to avoid refreshing their browsers or clients to maintain access to available application menus. We will provide the next update by 13:45 or sooner as new information becomes available.

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 performance in speech-related services, specifically impacting Bot Flows and Google Dialogflow operations. Current challenges include limited access to application menus, compromised presence detection affecting WebRTC call notifications, and disruptions to chat services and dialer campaign functionality. To maintain any existing application menu access, users currently logged into the system should avoid refreshing their browsers or clients. The next status update will be provided by 13:15 or earlier if new information becomes available.

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, affecting Bot Flows and Google Dialogflow functionality. Upon connection, application menus may be unavailable, and presence services are impacted, preventing agents from receiving WebRTC call alerts. Customers may also encounter difficulties with chat functions and dialer campaigns. Important: Currently logged-in users should not refresh their browser or client, as this may result in the loss of application menu visibility. Next update 12:45 or sooner as information becomes available.

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 (Maintenance Mode), latency in automatic speech recognition and speech-to-text services (affecting Bot Flows and Google Dialogflow), and potential call failures. Currently logged-in users should remain in the application and avoid refreshing their browser or client, as this may prevent reconnection or result in blank menus. Next update 12PM Eastern or sooner as information becomes available.

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 available.

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 (Maintenance Mode). Additionally, automatic speech recognition and speech-to-text services are experiencing latency, which could impact Genesys Bot Flows and Google Dialogflow functionality. Customers may also begin to experience call failures. Next update: 11:15 or sooner as information becomes available.

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 recognition and speech-to-text services are experiencing latency, which could impact Genesys Bot Flows and Google Dialogflow functionality. Next update 10:45 or sooner as information becomes available.

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.

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 available.

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.

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

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

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

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.

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

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 Tokyo, Sydney, and Osaka. Next update 6:45am ET.

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 due to a dependency on the provider. Next update 6:15am ET.

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.