Genesys Cloud Outage History

We have identified an issue impacting users ability to playback voicemails. As a work around, customers can follow instructions in the linked https://help.genesys.cloud/articles/open-play-voicemail/ to add necessary permissions to resolve. Next update 12:45 PM Eastern or sooner.

We have identified an issue causing CoPilot Summaries to fail in the London region. Mitigation steps are being implemented. Next update 08:15 Eastern or sooner as information becomes available.

Root cause has been identified. The engineering teams are actively evaluating mitigation strategies and we have engaged additional technical resources to expedite resolution. As a work around, customers can remove the offline agents from queues. Next update 12:30 Eastern or sooner as information becomes available.

Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.

The fix is now being deployed to production. We anticipate 20-30 minutes to complete. Next update 13:30 or sooner as information becomes available.

Root cause has been identified and Genesys engineering teams are working with the platform provider to mitigate current impact. Next update bottom of the hour or as information becomes available.

Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.

The root cause has been identified, and a plan has been developed to restore the missing data to the Analytics dashboards. The restoration process is currently being tested in the development environment before executing in the production environment. Next update 10:45 Eastern or sooner as information becomes available.

Teams are continuing to test the data restoration process in the development environment. Once the testing phase has been completed successfully and we are confident in the process, we will move forward with execution in production to restore data in the Analytics dashboards. Next update 11:45 Eastern or sooner as information becomes available.

Teams are beginning the recovery process in production, beginning with the Sao Paulo region. Next update 12:45 Eastern or sooner as information becomes available.

Restoration is completed in Mumbai. Restoration is continuing in Sao Paulo. We are able to confirm data restored as mitigation steps are implemented. Next update 13:45 or sooner as information becomes available.

Teams are investigating error reports when setting agent status, causing some agents to not receive ACD calls. Some users have experienced improvement after refreshing the browser and/or logging out and back in. Fix actions are being applied. Next update top of the hour.

Some customers may experience issues creating or modifying new call routing configurations. Existing call flows and configurations continue to work normally. Our engineering team has identified the issue and mitigation steps are being implemented. Next update top of the hour.

Root cause of the issue has been identified and the team continues to take steps to mitigate. Next update in 1 hour or sooner as information becomes available.

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.

Genesys Cloud has identified an issue impacting real-time analytics. Users may experience temporary delays for analytics and reporting functions. Mitigation steps are being implemented at this time. Next update top of the hour.

While initial mitigation steps have been implemented, they have not resolved the underlying issue. Our engineering teams are actively investigating the root cause and working toward a resolution. Customers will continue to experience delays with analytics and reporting functions until this issue is resolved and the backlogged events are processed. Next update 20:30 Eastern or sooner as information becomes available.

Our engineering teams continue investigating the root cause and are working toward a resolution. Next update 21:30 Eastern or sooner as information becomes available.

Our development teams have implemented multiple remediation strategies and we are beginning to see improvement. Customers will continue to see delays in analytics data until the backlogged events are processed. Next updated 21:45 Eastern or sooner as information becomes available.

Genesys Cloud has identified an issue impacting real time analytics. Mitigation steps have been implemented and the service is in recovery. Interaction data will be delayed until the backlogged events have been processed. Next update 14:45 Eastern.

The service is continuing to process backlogged events. Additional mitigation steps have been implemented to help speed recovery. Next update 15:30 Eastern.