Genesys Cloud experienced a major incident on January 23, 2026 affecting Americas (US East), lasting 19m. The incident has been resolved; the full update timeline is below.
Affected components
Americas (US East)
Update timeline
- identified Jan 23, 2026, 06:45 PM UTC
Teams are investigating error reports when setting agent status, causing some agents to not receive ACD calls. Some users have experienced improvement after refreshing the browser and/or logging out and back in. Fix actions are being applied. Next update top of the hour.
- monitoring Jan 23, 2026, 06:53 PM UTC
Fix actions have resulted reduction of errors. Affected agents should refresh their status. Monitoring for stability.
- resolved Jan 23, 2026, 07:04 PM UTC
This incident has been resolved.