Genesys Cloud Outage History

Genesys Cloud major outage View live status →

There were 7 Genesys Cloud outages since February 26, 2026 totaling 4h 27m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.mypurecloud.com

Minor April 22, 2026

Analytics Delays - Americas (US-East)

Detected by Pingoru
Apr 22, 2026, 02:56 PM UTC
Resolved
Apr 22, 2026, 04:43 PM UTC
Duration
1h 47m
Affected: Americas (US East)
Timeline · 5 updates
  1. investigating Apr 22, 2026, 02:56 PM UTC

    We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications. Next update 11:30 Eastern or sooner as information becomes available.

  2. investigating Apr 22, 2026, 03:32 PM UTC

    The service teams continue to actively investigate root cause of the issue causing delays in real-time analytics. Customers will continue to experience delays in detail records, aggregate metrics, observation metrics and notifications until resolution and backlogged events are cleared. Next update 12:15 Eastern or sooner as information becomes available.

  3. monitoring Apr 22, 2026, 03:52 PM UTC

    Mitigation steps have been implemented and we are beginning to see improvement. Users will continue to experience delays until the backlogged events have been completely processed. Next update 12:30 Eastern or sooner as information becomes available.

  4. monitoring Apr 22, 2026, 04:34 PM UTC

    We are seeing significant improvement now and the backlogged events continue to be processed. Customers will continue to see latency until the backlog is completely processed. Next update 13:30 or sooner as information becomes available.

  5. resolved Apr 22, 2026, 04:43 PM UTC

    The backlog has been completely processed and real time analytics is operating normally.

Read the full incident report →

Minor March 27, 2026

Genesys Cloud - Analytics Delays

Detected by Pingoru
Mar 27, 2026, 08:34 PM UTC
Resolved
Mar 27, 2026, 09:01 PM UTC
Duration
26m
Affected: Americas (Sao Paulo)Americas (US East)Asia Pacific (Sydney)
Timeline · 3 updates
  1. investigating Mar 27, 2026, 08:34 PM UTC

    Service teams are investigating an issue resulting in delays in realtime analytics data. Next update 17:00 Eastern or sooner as information becomes available.

  2. investigating Mar 27, 2026, 08:47 PM UTC

    Mitigation steps are being implemented and we are beginning to see improvement.

  3. resolved Mar 27, 2026, 09:01 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor March 24, 2026

Elevated Error Rates - EMEA (London)

Detected by Pingoru
Mar 24, 2026, 03:11 PM UTC
Resolved
Mar 24, 2026, 03:17 PM UTC
Duration
6m
Affected: EMEA (London)
Timeline · 3 updates
  1. investigating Mar 24, 2026, 03:11 PM UTC

    Teams are investigating an issue causing intermittent call failures in the London region.

  2. monitoring Mar 24, 2026, 03:14 PM UTC

    Mitigation steps have been implemented and we are monitoring for stability.

  3. resolved Mar 24, 2026, 03:17 PM UTC

    This incident has been resolved.

Read the full incident report →

Major March 24, 2026

Elevated Error Rates - APAC (Seoul)

Detected by Pingoru
Mar 24, 2026, 02:48 PM UTC
Resolved
Mar 24, 2026, 03:20 PM UTC
Duration
31m
Affected: Asia Pacific (Seoul)
Timeline · 3 updates
  1. investigating Mar 24, 2026, 02:48 PM UTC

    Service teams are investigating an issue impacting ACD Email in the Seoul region.

  2. monitoring Mar 24, 2026, 03:13 PM UTC

    Mitigation steps have been implemented and the email backlog is being processed.

  3. resolved Mar 24, 2026, 03:20 PM UTC

    The email backlog processed and region is healthy. Incident Resolved

Read the full incident report →

Major March 12, 2026

Elevated Error Rates APAC (Sydney)

Detected by Pingoru
Mar 12, 2026, 02:59 AM UTC
Resolved
Mar 12, 2026, 03:26 AM UTC
Duration
26m
Affected: Asia Pacific (Sydney)
Timeline · 3 updates
  1. investigating Mar 12, 2026, 02:59 AM UTC

    Genesys teams are investigating an issue with the platform provider that is impacting copilot functionality, auto-summaries not being generated, and wrap-ups not being generated.

  2. monitoring Mar 12, 2026, 03:17 AM UTC

    The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.

  3. resolved Mar 12, 2026, 03:26 AM UTC

    This incident has been resolved.

Read the full incident report →

Major March 1, 2026

Regional Monitoring - EMEA (UAE)

Detected by Pingoru
Mar 01, 2026, 01:18 PM UTC
Resolved
Mar 01, 2026, 01:39 PM UTC
Duration
20m
Affected: EMEA (UAE)
Timeline · 2 updates
  1. investigating Mar 01, 2026, 01:18 PM UTC

    Teams are investigating an issue impacting multiple features in the Genesys Cloud platform. The platform provider has been engaged and is actively assisting in the incident. Next update 09:15 Eastern or sooner as information becomes available.

  2. resolved Mar 01, 2026, 01:39 PM UTC

    Genesys is continuing to monitor activities in the region with the platform provider. Genesys Cloud services are operating normally after evacuating services from a single availability zone. There is no current impact to our customers. We will provide immediate updates through this channel should there be any change in status.

Read the full incident report →

Major February 26, 2026

Elevated Error Rates - EMEA (Dublin)

Detected by Pingoru
Feb 26, 2026, 08:49 AM UTC
Resolved
Feb 26, 2026, 09:36 AM UTC
Duration
47m
Affected: EMEA (Dublin)
Timeline · 4 updates
  1. investigating Feb 26, 2026, 08:49 AM UTC

    Teams are investigating an issue impacting voice bot flows and third party bot flows. Digital bot flows will remain unaffected. Next update 04:30 Eastern or sooner as information becomes avaialble.

  2. monitoring Feb 26, 2026, 09:30 AM UTC

    Service teams identified the root cause as an issue with the speech-to-text provider and have worked with the vendor to restore service. Error rates have returned to normal and we continue to monitor for stability.

  3. monitoring Feb 26, 2026, 09:31 AM UTC

    We are continuing to monitor for any further issues.

  4. resolved Feb 26, 2026, 09:36 AM UTC

    This incident has been resolved.

Read the full incident report →

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