Genesys Cloud experienced a minor incident on April 25, 2025 affecting Americas (Sao Paulo) and Americas (US East) and 1 more component, lasting 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 25, 2025, 06:11 PM UTC
We are investigating an issue with degraded performance in both the web and desktop applications. Next update 14:30 or sooner as information becomes available.
- investigating Apr 25, 2025, 06:31 PM UTC
A mitigation plan has been implemented and is currently undergoing testing to verify its effectiveness in resolving the performance issues. Next update 14:45 PM Eastern or sooner as information becomes available.
- investigating Apr 25, 2025, 06:54 PM UTC
Despite initial mitigation attempts showing minimal improvement, symptoms temporarily resolve upon client refresh but return with continued use. Multiple service teams are now collaborating to identify and address the root cause. Next update 15:15 PM or sooner as information becomes available.
- investigating Apr 25, 2025, 07:14 PM UTC
Investigation remains ongoing across multiple teams. While testing continues, no new mitigation steps have been identified at this time. Next update 15:45 Eastern or sooner as information becomes available
- investigating Apr 25, 2025, 07:31 PM UTC
We are continuing to investigate this issue.
- investigating Apr 25, 2025, 07:33 PM UTC
Additional mitigation steps have been implemented and testing is in progress. Customers who would like to test should refresh any open clients and attempt to use the application again.
- monitoring Apr 25, 2025, 08:07 PM UTC
System operations have returned to normal levels. Continuous monitoring remains in place to ensure stability.
- resolved Apr 25, 2025, 08:11 PM UTC
This incident has been resolved.