Genesys Cloud experienced a minor incident on April 25, 2025 affecting Americas (US East) and Americas (US West) and 1 more component, lasting 1h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 25, 2025, 11:40 AM UTC
We are investigating an issue that is impacting customers ability to answer interactions due to latency in the UI.
- investigating Apr 25, 2025, 12:02 PM UTC
Teams are continuing to investigate root cause for latency in the UI. Next update 08:30 AM Eastern
- investigating Apr 25, 2025, 12:36 PM UTC
Service teams are continuing to actively investigate this issue. Next update 09:00 AM Eastern or sooner if information becomes available.
- identified Apr 25, 2025, 12:58 PM UTC
Root cause has been identified and mitigation steps have been put in place. Customers should begin to see recovery.
- monitoring Apr 25, 2025, 01:05 PM UTC
Page rendering errors have subsided. Customers who are already logged in should reload their browser or refresh the desktop application to access the updated version. Agents logging in for the first time will be promptly notified of a new client version and should update accordingly.
- resolved Apr 25, 2025, 01:20 PM UTC
This incident has been resolved.