Outage in Genesys Cloud
Elevated Error Rates - Americas (US-East)
Resolved MajorIncident Report
Summary AI Generated
Genesys Cloud experienced elevated error rates in the US East region that prevented customers from routing any interactions for 2.9 hours. The issue was caused by a platform provider problem that affected all interaction routing capabilities in the Americas (US East) region. The incident was resolved using a temporary workaround while the platform provider completed restoration, followed by a brief maintenance window to restore original configurations.
We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.
Components affected
Genesys Cloud Americas (US East)Trusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
8 days ago - at 05/08/2026 04:14AM
All services are operational and traffic is routing successfully via a temporary workaround while the platform provider completes restoration. We will be performing a brief maintenance lasting approximately 30 minutes to restore original configurations.
MONITORING
8 days ago - at 05/08/2026 02:37AM
Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.
IDENTIFIED
8 days ago - at 05/08/2026 02:20AM
Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.
IDENTIFIED
8 days ago - at 05/08/2026 02:04AM
Root cause has been identified and Genesys engineering teams are working with the platform provider to mitigate current impact. Next update bottom of the hour or as information becomes available.
INVESTIGATING
8 days ago - at 05/08/2026 01:25AM
We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.
Latest Genesys Cloud outages
Interaction Routing Issues - Americas (US-East) - 7 days ago
Analytics Delays - Americas (US-East) - 23 days ago
Genesys Cloud - Analytics Delays - about 2 months ago
Elevated Error Rates - EMEA (London) - about 2 months ago
Elevated Error Rates - APAC (Seoul) - about 2 months ago
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