Genesys Cloud incident

Elevated Error Rates - Americas (US-West)

Genesys Cloud experienced a major incident on July 30, 2025 affecting Americas (US West), lasting 23m. The incident has been resolved; the full update timeline is below.

Started: Jul 30, 2025, 10:42 PM UTC
Resolved: Jul 30, 2025, 11:05 PM UTC
Duration: 23m
Detected by Pingoru: Jul 30, 2025, 10:42 PM UTC

Affected components

Americas (US West)

Update timeline

identified Jul 30, 2025, 10:42 PM UTC

Teams are investigating an issue that is intermittently impacting users ability to make and receive WebRTC calls. Mitigation steps have been implemented and we are seeing improvement. Next update 19:00 Eastern.
monitoring Jul 30, 2025, 10:52 PM UTC

Error rates have subsided and all health checks are passing successfully. Monitoring for stability before resolving.
resolved Jul 30, 2025, 11:05 PM UTC

This incident has been resolved.