Genesys Cloud experienced elevated error rates in the Asia Pacific (Sydney) region due to a platform provider issue, affecting copilot functionality, auto-summary generation, and wrap-up generation. The platform provider implemented mitigation steps that resolved the error rates after 29 minutes. The incident was fully resolved following a monitoring period to ensure system stability.
This incident has been resolved.
The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.
Genesys teams are investigating an issue with the platform provider that is impacting copilot functionality, auto-summaries not being generated, and wrap-ups not being generated.
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