Genesys Cloud Outage History

Genesys Cloud experienced a 46-minute incident where users in the Americas regions could not playback voicemails due to incomplete permissions backfill on a subset of organizations. The issue was resolved by manually adding missing voicemail stream permissions, with the temporary workaround becoming the permanent solution for affected customers.

Genesys Cloud experienced an issue causing CoPilot Summaries to fail in the London (EMEA) region for 1.3 hours. The service disruption created a backlog of events that continued to impact customers even after mitigation steps were successfully implemented. The incident was fully resolved once all backlogged events were processed.

Genesys Cloud experienced interaction routing issues in the US-East region where calls and interactions were being incorrectly routed to unavailable or offline agents, affecting queue operations and real-time visibility. The incident lasted 2.7 hours while engineering teams identified the root cause, developed and tested a fix, then deployed it to production. The issue was resolved by clearing agents stuck in incorrect statuses, stopping routing to offline agents, and restoring proper queue visibility.

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.

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.

Genesys Cloud experienced delays in realtime analytics data affecting the Americas (US East) and Asia Pacific (Sydney) regions for 28 minutes. Service teams implemented mitigation steps and observed improvement before fully resolving the incident. The issue impacted users' ability to access current analytics information during the outage period.

Genesys Cloud experienced intermittent call failures in the London region that affected EMEA operations for 9 minutes. Teams investigated the issue and implemented mitigation steps to restore service stability. The incident was fully resolved after monitoring confirmed the fixes were effective.

Genesys Cloud experienced elevated error rates affecting ACD Email services in the Asia Pacific (Seoul) region for 32 minutes. The issue caused email processing problems and created a backlog of emails in the Seoul region. Service teams implemented mitigation steps to process the email backlog and restored the region to healthy status.

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 Cloud experienced elevated error rates in the EMEA (UAE) region that impacted multiple platform features for 21 minutes. The incident required engagement with the platform provider to assist with investigation and resolution. Services returned to normal operation with continued monitoring to ensure stability.