Genesys Cloud incident

Elevated Error Rates - Issues creating new call routing configurations

Minor Resolved View vendor source →

Genesys Cloud experienced a minor incident on January 11, 2026 affecting Americas (Sao Paulo) and Americas (US East) and 1 more component, lasting 45m. The incident has been resolved; the full update timeline is below.

Started
Jan 11, 2026, 10:36 AM UTC
Resolved
Jan 11, 2026, 11:21 AM UTC
Duration
45m
Detected by Pingoru
Jan 11, 2026, 10:36 AM UTC

Affected components

Americas (Sao Paulo)Americas (US East)Americas (Canada)Asia Pacific (Mumbai)Asia Pacific (Sydney)Asia Pacific (Seoul)EMEA (Dublin)EMEA (Frankfurt)EMEA (London)EMEA (Zurich)

Update timeline

  1. identified Jan 11, 2026, 10:36 AM UTC

    Some customers may experience issues creating or modifying new call routing configurations. Existing call flows and configurations continue to work normally. Our engineering team has identified the issue and mitigation steps are being implemented. Next update top of the hour.

  2. identified Jan 11, 2026, 11:03 AM UTC

    Root cause of the issue has been identified and the team continues to take steps to mitigate. Next update in 1 hour or sooner as information becomes available.

  3. resolved Jan 11, 2026, 11:21 AM UTC

    This incident has been resolved.