Genesys Cloud Outage History

Teams are investigating latent conditions with assignment functions at this time. Next update bottom of the hour.

Error counts are decreasing; additional mitigation steps are in progress to speed recovery. Next update top of the hour.

Additional mitigation steps completed; recovery in progress as backlog processing completes. Next update bottom of the hour.

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.

Some customers in the Zurich region may experience issues updating and creating work items. This is a continuation of the previous incident in which the platform provider is performing additional work to restore service to certain lambda functions. Next update 12:00 Eastern or sooner as information becomes available.

The platform provider continues to work toward resolution. Some services are seeing improvement but users may still experience issues with work items. Next update 12:45 Eastern or sooner as information becomes available.

The original symptoms from the earlier incident have recurred. The development team has applied additional mitigation steps. Monitoring results at this time. Next update bottom of the hour.

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.

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.

The platform provider is continuing to troubleshoot the issue for root cause and mitigation. Next update 1 hour or as information becomes available.

Error rates are decreasing. Pending update from the platform provider. Next update 8:15pm ET or as information becomes available.

Mitigation steps have been implemented and we are seeing improvement. Next update 14:00 or sooner as information becomes available.

Genesys Cloud customers using the WhatsApp integration may be experiencing errors with messages that contain emojis. The development team has implemented mitigation steps. Next update bottom of the hour.

Customers may be experiencing errors using TTS, STT, and bot flows. A case has been opened with the vendor. For speech-to-text issues, users should select Genesys Enhanced v2 as the speech-to-text provider in the bot flow. For text-to-speech (TTS), users need to select a non-Google voice. Bot flows will take the configured default path.

The vendor has advised mitigation steps are in progress with some recovery observed. No ETR at this time.

Customers may be experiencing delays with real time analytics and reporting. Mitigation steps have been implemented. Next update 30 min or as information becomes available.

Root cause has been identified and mitigation steps have been put in place. Customers should begin to see recovery.

Elevated error rates have been identified in the Americas (US West) region. Customers may be experiencing issues with call notifications, answering calls, and completing calls. Teams are engaged for triage and mitigation. Next update 15 minutes.

Mitigation steps are in progress; next update top of the hour.