Genesys Cloud incident

Analytics & Reporting Delays Americas (US-West)

Genesys Cloud experienced a major incident on August 24, 2025 affecting Americas (US West), lasting 1h 13m. The incident has been resolved; the full update timeline is below.

Started: Aug 24, 2025, 01:49 PM UTC
Resolved: Aug 24, 2025, 03:02 PM UTC
Duration: 1h 13m
Detected by Pingoru: Aug 24, 2025, 01:49 PM UTC

Affected components

Americas (US West)

Update timeline

investigating Aug 24, 2025, 01:49 PM UTC

Development teams are investigating an issue impacting real time analytics in US-West region. Customers may experience delays with detail records, aggregate metrics, observation metrics and notifications. Mitigation steps have been implemented and we are monitoring for improvement. Additional resources have also been engaged to continue the investigation.
investigating Aug 24, 2025, 02:25 PM UTC

Mitigation steps are successful, with error rates continuing to decline. Next update: 11:00 AM ET, or earlier if new information becomes available.
resolved Aug 24, 2025, 03:02 PM UTC

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