Genesys Cloud incident

Analytics & Reporting Delays Americas (Sao Paulo)

Genesys Cloud experienced a major incident on October 16, 2025 affecting Americas (Sao Paulo), lasting 26m. The incident has been resolved; the full update timeline is below.

Started: Oct 16, 2025, 07:33 AM UTC
Resolved: Oct 16, 2025, 08:00 AM UTC
Duration: 26m
Detected by Pingoru: Oct 16, 2025, 07:33 AM UTC

Affected components

Americas (Sao Paulo)

Update timeline

investigating Oct 16, 2025, 07:33 AM UTC

Development teams are investigating an issue impacting real time analytics in Sao Paulo region. Customers may experience delays with user presence, aggregate metrics, observation metrics, and notifications. Mitigation steps have been implemented, and we are monitoring for improvement.
monitoring Oct 16, 2025, 07:49 AM UTC

Mitigation steps were successful, with error rates continuing to decline. Next update: 04:00 AM ET, or earlier if new information becomes available.
resolved Oct 16, 2025, 08:00 AM UTC

Error rates have returned to normal, and the backlogged events have been successfully processed. Issue is now resolved.