Genesys Cloud incident
Elevated Error Rates: Americas (US East) and Americas (US West)
Genesys Cloud experienced a major incident on July 3, 2025 affecting Americas (US East) and Americas (US West), lasting 2h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 03, 2025, 08:50 PM UTC
Some customers may be experiencing elevated error rates for Lex v2 flows. The Genesys team is working with the platform provider at this time. Next update 5:30pm ET or as information becomes available.
- identified Jul 03, 2025, 09:18 PM UTC
Teams are continuing troubleshooting efforts with the platform provider to determine root cause and next steps. Next update 6:15pm ET or as information becomes available.
- identified Jul 03, 2025, 10:18 PM UTC
The platform provider is continuing to troubleshoot the issue for root cause and mitigation. Next update 1 hour or as information becomes available.
- identified Jul 03, 2025, 11:13 PM UTC
Error rates are decreasing. Pending update from the platform provider. Next update 8:15pm ET or as information becomes available.
- monitoring Jul 03, 2025, 11:28 PM UTC
Platform provider advised services should be in recovery. Health checks have returned to normal. Monitoring for stability.
- resolved Jul 03, 2025, 11:29 PM UTC
This incident has been resolved.