Genesys Cloud experienced a notice incident on February 2, 2026 affecting Asia Pacific (Tokyo), lasting 1h 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 02, 2026, 11:18 AM UTC
Teams are investigating an issue causing latency with real-time conversation and user detail records in the Tokyo region. Next update 07:00 Eastern or sooner as information becomes available.
- investigating Feb 02, 2026, 12:01 PM UTC
mitigation steps have been implemented. Customers may continue to experience delays until the backlogged events are successfully processed. Next update 07:45 Eastern or sooner as information becomes available.
- investigating Feb 02, 2026, 12:35 PM UTC
The service team has implemented additional mitigation actions and we are actively monitoring their effectiveness. We continue to process the backlog of events while working to restore full service performance. Next update 08:30 or sooner as information becomes available.
- resolved Feb 02, 2026, 01:07 PM UTC
The backlogged events have been successfully processed and the service is operating as expected