Genesys Cloud experienced a major incident on March 27, 2025 affecting Americas (US West), lasting 24m. The incident has been resolved; the full update timeline is below.
Affected components
Americas (US West)
Update timeline
- identified Mar 27, 2025, 05:30 PM UTC
Elevated error rates have been identified in the Americas (US West) region. Customers may be experiencing issues with call notifications, answering calls, and completing calls. Teams are engaged for triage and mitigation. Next update 15 minutes.
- identified Mar 27, 2025, 05:38 PM UTC
Mitigation steps are in progress; next update top of the hour.
- resolved Mar 27, 2025, 05:55 PM UTC
Health checks are normal. Resolving incident. All clear time 1:45pm ET.