Outage in Genesys Cloud

Agent Status Errors: Americas (US East)

Resolved Major

January 23, 2026 - Started 11 days ago - Lasted 21 minutes
Official incident page

Incident Report

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.

Components affected

Genesys Cloud Americas (US East)

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Latest Updates ( sorted recent to last )

RESOLVED 11 days ago - at 01/23/2026 07:04PM

This incident has been resolved.

MONITORING 11 days ago - at 01/23/2026 06:53PM

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

IDENTIFIED 11 days ago - at 01/23/2026 06:45PM

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