Genesys Cloud experienced a major incident on March 12, 2026 affecting Asia Pacific (Sydney), lasting 26m. The incident has been resolved; the full update timeline is below.
Affected components
Asia Pacific (Sydney)
Update timeline
- investigating Mar 12, 2026, 02:59 AM UTC
Genesys teams are investigating an issue with the platform provider that is impacting copilot functionality, auto-summaries not being generated, and wrap-ups not being generated.
- monitoring Mar 12, 2026, 03:17 AM UTC
The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.
- resolved Mar 12, 2026, 03:26 AM UTC
This incident has been resolved.