Is Genesys Cloud down?

We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications.

Mitigation steps have been implemented and the service is actively processing backlogged events. Once the backlog is clear, the service will be operating normally. Next update 11AM Eastern or sooner as information becomes available.

This incident has been resolved.

We have identified an issue impacting users ability to playback voicemails. As a work around, customers can follow instructions in the linked https://help.genesys.cloud/articles/open-play-voicemail/ to add necessary permissions to resolve. Next update 12:45 PM Eastern or sooner.

Root cause was identified as an incomplete permissions backfill on a subset of organizations. The recommended workaround of manually adding the missing voicemail stream permissions as indicated in https://help.genesys.cloud/articles/open-play-voicemail/ is the permanent solution to backfilling the missing permissions. A formal RCA will be provided to those customers impacted by this issue.

We have identified an issue causing CoPilot Summaries to fail in the London region. Mitigation steps are being implemented. Next update 08:15 Eastern or sooner as information becomes available.

Mitigation steps were successful and we are beginning to see improvement. Customers will continue to see impact until the backlogged events have been processed. Next update 08:45 Eastern or sooner as information becomes available.

The backlogged events are continuing to be processed successfully. Customers will see impact to CoPilot Summaries until the backlog is fully clear. Next update 09:45 Eastern or sooner as information becomes available.

This incident has been resolved.

We are investigating an issue in the US-East region where interactions are being routed to unavailable agents. As teams work to restore, as a work around, customers can remove offline agents from the queue. Next update 11:30 Eastern

Root cause has been identified. The engineering teams are actively evaluating mitigation strategies and we have engaged additional technical resources to expedite resolution. As a work around, customers can remove the offline agents from queues. Next update 12:30 Eastern or sooner as information becomes available.

Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.

The fix is now being deployed to production. We anticipate 20-30 minutes to complete. Next update 13:30 or sooner as information becomes available.

We have successfully resolved the agent routing issues. The service teams have cleared agents stuck in incorrect statuses, stopped routing interactions to offline agents, and restored real-time queue visibility.

We are investigating an issue in the US East region that is impacting customers ability to route any interactions. This is impacting all interactions.

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.

Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.

Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.

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.