Outage in Genesys Cloud

Elevated Error Rates APAC (Sydney)

Resolved Major

March 12, 2026 - Started 4 days ago - Lasted 29 minutes
Official incident page

Incident Report

Summary AI Generated

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.

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.

Components affected

Genesys Cloud Asia Pacific (Sydney)

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Latest Updates ( sorted recent to last )

RESOLVED 4 days ago - at 03/12/2026 03:26AM

This incident has been resolved.

MONITORING 4 days ago - at 03/12/2026 03:17AM

The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.

INVESTIGATING 4 days ago - at 03/12/2026 02:59AM

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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