Genesys Cloud incident

Elevated Error Rates - Americas (US-East)

Critical Resolved View vendor source →

Genesys Cloud experienced a critical incident on May 8, 2026 affecting Americas (US East), lasting 2h 49m. The incident has been resolved; the full update timeline is below.

Started
May 08, 2026, 01:25 AM UTC
Resolved
May 08, 2026, 04:14 AM UTC
Duration
2h 49m
Detected by Pingoru
May 08, 2026, 01:25 AM UTC

Affected components

Americas (US East)

Update timeline

  1. investigating May 08, 2026, 01:25 AM UTC

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

  2. identified May 08, 2026, 02:04 AM UTC

    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.

  3. identified May 08, 2026, 02:20 AM UTC

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

  4. monitoring May 08, 2026, 02:37 AM UTC

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

  5. resolved May 08, 2026, 04:14 AM UTC

    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.