Genesys Cloud experienced a minor incident on April 22, 2026 affecting Americas (US East), lasting 1h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 22, 2026, 02:56 PM UTC
We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications. Next update 11:30 Eastern or sooner as information becomes available.
- investigating Apr 22, 2026, 03:32 PM UTC
The service teams continue to actively investigate root cause of the issue causing delays in real-time analytics. Customers will continue to experience delays in detail records, aggregate metrics, observation metrics and notifications until resolution and backlogged events are cleared. Next update 12:15 Eastern or sooner as information becomes available.
- monitoring Apr 22, 2026, 03:52 PM UTC
Mitigation steps have been implemented and we are beginning to see improvement. Users will continue to experience delays until the backlogged events have been completely processed. Next update 12:30 Eastern or sooner as information becomes available.
- monitoring Apr 22, 2026, 04:34 PM UTC
We are seeing significant improvement now and the backlogged events continue to be processed. Customers will continue to see latency until the backlog is completely processed. Next update 13:30 or sooner as information becomes available.
- resolved Apr 22, 2026, 04:43 PM UTC
The backlog has been completely processed and real time analytics is operating normally.