Genesys Cloud incident

Elevated Error Rates EMEA (Frankfurt, Ireland, London)

Minor Resolved View vendor source →

Genesys Cloud experienced a minor incident on December 16, 2025 affecting EMEA (Dublin) and EMEA (Frankfurt) and 1 more component, lasting 29m. The incident has been resolved; the full update timeline is below.

Started
Dec 16, 2025, 02:18 PM UTC
Resolved
Dec 16, 2025, 02:47 PM UTC
Duration
29m
Detected by Pingoru
Dec 16, 2025, 02:18 PM UTC

Affected components

EMEA (Dublin)EMEA (Frankfurt)EMEA (London)

Update timeline

  1. investigating Dec 16, 2025, 02:18 PM UTC

    Teams are investigating an issue where agents are unable to end callbacks due to call controls being grayed out. Next update 09:45 Eastern or sooner as information becomes available.

  2. identified Dec 16, 2025, 02:38 PM UTC

    Root cause of the issue has been identified and the team is taking steps to mitigate. Next update 10:15 Eastern or sooner as information becomes available.

  3. monitoring Dec 16, 2025, 02:44 PM UTC

    Mitigation steps have been implemented. Customers will need to refresh the Genesys Cloud client for changes to take effect.

  4. resolved Dec 16, 2025, 02:47 PM UTC

    This incident has been resolved.