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Outage in Genesys Cloud

Analytics Delays - Americas (US-East)

Resolved Minor
April 22, 2026 - Started 3 days ago - Lasted about 2 hours
Official incident page

Incident Report

Summary AI Generated

Genesys Cloud experienced delays with all real-time analytics data in the Americas (US-East) region, affecting detail records, aggregate metrics, observation metrics, and notifications. The service teams implemented mitigation steps and processed the backlog of events over approximately 1.9 hours. The issue was fully resolved with real-time analytics returning to normal operation.

We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications. Next update 11:30 Eastern or sooner as information becomes available.
Components affected
Genesys Cloud Americas (US East)

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Latest Updates ( sorted recent to last )
RESOLVED 3 days ago - at 04/22/2026 04:43PM

The backlog has been completely processed and real time analytics is operating normally.

MONITORING 3 days ago - at 04/22/2026 04:34PM

We are seeing significant improvement now and the backlogged events continue to be processed. Customers will continue to see latency until the backlog is completely processed. Next update 13:30 or sooner as information becomes available.

MONITORING 3 days ago - at 04/22/2026 03:52PM

Mitigation steps have been implemented and we are beginning to see improvement. Users will continue to experience delays until the backlogged events have been completely processed. Next update 12:30 Eastern or sooner as information becomes available.

INVESTIGATING 3 days ago - at 04/22/2026 03:32PM

The service teams continue to actively investigate root cause of the issue causing delays in real-time analytics. Customers will continue to experience delays in detail records, aggregate metrics, observation metrics and notifications until resolution and backlogged events are cleared. Next update 12:15 Eastern or sooner as information becomes available.

INVESTIGATING 3 days ago - at 04/22/2026 02:56PM

We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications. Next update 11:30 Eastern or sooner as information becomes available.

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