Genesys Cloud Outage History

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.

Genesys Cloud experienced elevated error rates in the EMEA (Dublin) region that impacted voice bot flows and third-party bot flows, while digital bot flows remained unaffected. The root cause was identified as an issue with the speech-to-text provider, and service teams worked with the vendor to restore functionality. The incident was resolved after 51 minutes with error rates returning to normal levels.