Genesys Cloud Outage History

Started Oct 20, 2025, 09:35 AM UTC· resolved Oct 20, 2025, 10:54 PM UTC

1. identified Oct 20, 2025, 09:35 AM UTC

   Genesys Cloud experienced a major incident due to the platform provider. Genesys Cloud services are in recovery at this time, but have not fully restored. Next update top of the hour.

2. identified Oct 20, 2025, 09:53 AM UTC

   The platform provider reported mitigation steps have been applied. Genesys Cloud services began to see initial recovery at ~4:37am ET, with marked improvement at ~5:20am ET. Services are still in recovery at this time. External updates via this page were initially unavailable due to a dependency on the provider. Next update 6:15am ET.

3. identified Oct 20, 2025, 10:23 AM UTC

   Services are still pending recovery in US East. ACD email routing and SMS have experienced cross regional impact as a result. The following regions may be experiencing ACD email and/or SMS delays: Amercias US East, US West, Canada, and Sao Paulo. EMEA Dublin and Frankfurt. APAC Tokyo, Sydney, and Osaka. Next update 6:45am ET.

4. identified Oct 20, 2025, 10:47 AM UTC

   The platform provider is still in recovery; Genesys Cloud services see improvement but are not fully recovered. Next update 7:15am ET

5. identified Oct 20, 2025, 11:17 AM UTC

   The platform provider is continuing to work on recovery. While Genesys Cloud services see some improvement, services remain impaired. SMS delays have recovered globally. Next update 7:45am ET.

6. identified Oct 20, 2025, 11:28 AM UTC

   Voice traffic is currently passing, digital messaging services are significantly degraded at this time. Next update 7:45am ET

7. identified Oct 20, 2025, 11:47 AM UTC

   Teams are continuing to work with the platform provider for full recovery. Most Genesys Cloud services are operational at this time (with varying degrees of degradation). Digital Messaging is experiencing significant delay. Next update 8:15am ET

8. identified Oct 20, 2025, 12:19 PM UTC

   Most services are operating without issue. Digital Messaging is in recovery and processing events. Transcription services are delayed and the team is taking additional mitigation steps to recover. Next update 8:45am ET

9. identified Oct 20, 2025, 12:46 PM UTC

   Most services remain operational without issue. Digital Messaging has recovered but X dm's are still impaired. Transcription services are degraded, but in recovery. Next update 9:15am ET or as info becomes available.

10. identified Oct 20, 2025, 01:14 PM UTC

    Most Genesys Cloud services remain operational with no errors. Digital Messaging has recovered, including X integrations and DMs. Transcription services have improved significantly but may still experience minor delays. Next update 09:45 or sooner as information becomes available.

11. identified Oct 20, 2025, 01:46 PM UTC

    Most Genesys Cloud services continue to remain operational. Transcription services may still experience degradation and Journey Flows UI may show outdated information. Next update 10:15 or sooner as information becomes available.

12. identified Oct 20, 2025, 02:14 PM UTC

    Due to the ongoing platform provider issues, multiple Genesys Cloud services are now experiencing degradation. Users may encounter delays with analytics notifications, observations, and difficulty connecting to the Genesys Cloud application. Additionally, automatic speech recognition and speech-to-text services are experiencing latency, which could impact Genesys Bot Flows and Google Dialogflow functionality. Next update 10:45 or sooner as information becomes available.

13. identified Oct 20, 2025, 02:49 PM UTC

    The platform provider continues to work toward resolution while Genesys service teams investigate ways to improve stability internally. Users may continue to encounter delays with analytics notifications, observations, and difficulty connecting to the Genesys Cloud application (Maintenance Mode). Additionally, automatic speech recognition and speech-to-text services are experiencing latency, which could impact Genesys Bot Flows and Google Dialogflow functionality. Customers may also begin to experience call failures. Next update: 11:15 or sooner as information becomes available.

14. identified Oct 20, 2025, 02:57 PM UTC

    Genesys Cloud users who are logged in should remain logged in to the application. Do not refresh your browser or client, as this may prevent you from reconnecting or result in blank menus if you are able to reconnect. Next update 11:30AM or sooner as information becomes available.

15. identified Oct 20, 2025, 03:31 PM UTC

    The platform provider continues to work toward resolution while Genesys service teams investigate ways to improve stability internally. Customers may still experience delays with analytics notifications, observations, difficulty connecting to the Genesys Cloud application (Maintenance Mode), latency in automatic speech recognition and speech-to-text services (affecting Bot Flows and Google Dialogflow), and potential call failures. Currently logged-in users should remain in the application and avoid refreshing their browser or client, as this may prevent reconnection or result in blank menus. Next update 12PM Eastern or sooner as information becomes available.

16. identified Oct 20, 2025, 04:07 PM UTC

    The platform provider is continuing to work toward resolution. While Genesys customers are no longer receiving Maintenance Mode messages, several issues persist. System-wide impacts include analytics delays, latency in automatic speech recognition, and speech-to-text services, affecting Bot Flows and Google Dialogflow functionality. Upon connection, application menus may be unavailable, and presence services are impacted, preventing agents from receiving WebRTC call alerts. Customers may also encounter difficulties with chat functions and dialer campaigns. Important: Currently logged-in users should not refresh their browser or client, as this may result in the loss of application menu visibility. Next update 12:45 or sooner as information becomes available.

17. identified Oct 20, 2025, 04:46 PM UTC

    Genesys continues to work with platform provider to resolve ongoing service disruptions on their platform. The initial Maintenance Mode messages have been resolved; however, multiple service impacts remain active. Users are experiencing delays in analytics reporting and degraded performance in speech-related services, specifically impacting Bot Flows and Google Dialogflow operations. Current challenges include limited access to application menus, compromised presence detection affecting WebRTC call notifications, and disruptions to chat services and dialer campaign functionality. To maintain any existing application menu access, users currently logged into the system should avoid refreshing their browsers or clients. The next status update will be provided by 13:15 or earlier if new information becomes available.

18. identified Oct 20, 2025, 05:15 PM UTC

    Our platform provider continues their efforts to resolve service disruptions affecting Genesys Cloud systems. While we have resolved the earlier Maintenance Mode messaging issue, customers are still experiencing several service impacts. Analytics reporting is experiencing delays, and our speech services are operating with reduced performance, particularly affecting Bot Flows, Google Dialogflow features, and the synthesis of speech through text-to-speech engines. Customers may find application menus inaccessible, and presence detection issues are causing missed WebRTC call notifications. Additionally, chat services and dialer campaign operations are experiencing disruptions. We strongly advise currently logged-in users to avoid refreshing their browsers or clients to maintain access to available application menus. We will provide the next update by 13:45 or sooner as new information becomes available.

19. identified Oct 20, 2025, 05:47 PM UTC

    Work continues with our platform provider to address the ongoing service disruptions within Genesys Cloud. The previously reported Maintenance Mode message issue has been resolved and some services are seeing slight improvement in error rates; however, multiple service impacts persist across the platform. Current challenges include delayed analytics reporting and degraded speech service performance, affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users continue to experience limited access to application menus, along with presence detection issues that prevent proper WebRTC call notifications. Chat functionality and dialer campaign operations remain impacted. To preserve access to available application menus, users should refrain from refreshing their browsers or clients while logged in. The next status update will be communicated by 14:15 or earlier if there are significant developments.

20. identified Oct 20, 2025, 06:16 PM UTC

    The platform provider continues to address service disruptions affecting Genesys Cloud. The previous Maintenance Mode issue has been resolved, and connectivity to the Genesys Cloud application has been restored. While users may experience initial latency when launching the application, menus should become available once connected. Several impacts persist, including delays in analytics notifications and observations, presence detection issues affecting WebRTC call alerts, and Edge data that may become stale. Speech services continue to experience degraded performance, impacting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users are still advised to avoid refreshing their browsers and clients while logged in. The next update will be provided by 14:45 or sooner as information becomes available.

21. identified Oct 20, 2025, 06:49 PM UTC

    Progress continues as our platform provider works to resolve ongoing Genesys Cloud service disruptions. We've successfully restored application connectivity and resolved the earlier Maintenance Mode issue. Users should now be able to access application menus after initial connection, though they may encounter some launch latency. Current service impacts include delayed analytics notifications and observations, presence detection issues that interfere with WebRTC call alerts, and potential staleness in Edge data. Users may also notice continued degradation in speech-related services, affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis functions. To maintain system access, we recommend that users avoid refreshing their browsers and clients while logged in. We will provide the next status update by 15:15 or earlier if there are significant developments.

22. identified Oct 20, 2025, 07:16 PM UTC

    The platform provider continues their remediation efforts to address Genesys Cloud service disruptions. While application connectivity has been mostly restored and the Maintenance Mode issue resolved, several service impacts remain. Upon initial connection, users may experience latency but should gain access to application menus. We are observing failures in messaging services and both inbound and outbound call processing and callbacks. Other ongoing impacts include delays in analytics notifications and observations, compromised presence detection affecting WebRTC call alerts, and Edge data becoming stale. Speech-related services continue to show degraded performance, particularly affecting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis capabilities. Users should continue to avoid refreshing their browsers and clients while logged in to maintain system access. The next status update will be provided by 15:45 or sooner as new information becomes available.

23. identified Oct 20, 2025, 07:45 PM UTC

    Work continues with our platform provider to resolve the ongoing Genesys Cloud service disruptions. Application connectivity has largely been restored following the earlier Maintenance Mode issue, and users can now access application menus despite some initial connection latency. However, significant challenges persist across multiple services. Critical communication functions are impacted, including messaging services, inbound/outbound call processing, and callback operations. We continue to observe delays in analytics notifications and observations, while presence detection issues are affecting WebRTC call alerts. Edge data staleness remains a concern, and speech-related services are experiencing degraded performance, impacting Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis. To prevent service interruption, users should refrain from refreshing their browsers and clients while logged in. The next update will be provided by 16:15 or earlier as developments occur.

24. identified Oct 20, 2025, 08:16 PM UTC

    The platform provider continues their efforts to restore full functionality to Genesys Cloud services. While application connectivity has improved and menu access is available after initial connection latency, we are experiencing widespread communication challenges. Users are reporting failures across multiple channels: outbound campaigns and calls are failing with a generic error message, email interactions are intermittently failing, and messaging services are disrupted. Inbound calls and callback operations remain impacted. Additional service issues include delays in analytics notifications and observations, compromised presence detection affecting WebRTC call alerts, and Edge data becoming stale. Speech-related services continue to show degraded performance, particularly in Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis. Users should maintain their current sessions by avoiding browser and client refreshes. The next status update will be provided by 16:45 or sooner as new information becomes available.

25. identified Oct 20, 2025, 08:47 PM UTC

    Remediation efforts continue as the platform provider works to restore complete functionality across Genesys Cloud services. Although we've seen improvements in application connectivity and menu accessibility following initial connection delays, significant communication disruptions persist throughout the system. We are currently experiencing failures in multiple communication channels, including outbound operations where campaigns and calls are generating generic error messages. Email processing is showing intermittent failures, and messaging services remain disrupted. Inbound voice traffic and callback functionality continue to be affected. Users are also encountering delays in analytics systems and notifications, while presence detection issues are preventing proper WebRTC call alerting. Additionally, all speech-related functions, including Bot Flows, Google Dialogflow integrations, and text-to-speech synthesis, are operating at reduced performance levels. To maintain service access, users should avoid refreshing their current browser sessions or clients. We will provide the next update by 17:15 or earlier as developments occur.

26. monitoring Oct 20, 2025, 09:26 PM UTC

    While the platform provider continues to work toward complete recovery, Genesys Cloud services have recovered, and we are in a monitoring state. All system functionalities have been restored to normal operation, including application connectivity, menu access, communication channels, outbound operations, email processing, messaging services, inbound voice traffic, callbacks, analytics, notification systems, WebRTC call alerting, presence detection, and all speech-related functions (Bot Flows, Google Dialogflow, and text-to-speech). If customers are still experiencing issues, please reopen your Genesys Cloud desktop application or refresh the browser tab. Once the application has been refreshed, if issues still persist, please contact support to open a new ticket for investigation.

27. monitoring Oct 20, 2025, 09:28 PM UTC

    We are continuing to monitor for any further issues.

28. resolved Oct 20, 2025, 10:54 PM UTC

    This incident has been resolved.

Read the full incident report →

Started Oct 16, 2025, 07:33 AM UTC· resolved Oct 16, 2025, 08:00 AM UTC

1. investigating Oct 16, 2025, 07:33 AM UTC

   Development teams are investigating an issue impacting real time analytics in Sao Paulo region. Customers may experience delays with user presence, aggregate metrics, observation metrics, and notifications. Mitigation steps have been implemented, and we are monitoring for improvement.

2. monitoring Oct 16, 2025, 07:49 AM UTC

   Mitigation steps were successful, with error rates continuing to decline. Next update: 04:00 AM ET, or earlier if new information becomes available.

3. resolved Oct 16, 2025, 08:00 AM UTC

   Error rates have returned to normal, and the backlogged events have been successfully processed. Issue is now resolved.

Read the full incident report →

Started Oct 15, 2025, 10:14 AM UTC· resolved Oct 15, 2025, 10:19 PM UTC

1. identified Oct 15, 2025, 10:14 AM UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 07:00 Eastern or sooner as information becomes available

2. identified Oct 15, 2025, 10:59 AM UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

3. identified Oct 15, 2025, 11:30 AM UTC

   It is confirmed the issue is isolated to the X stream functionality only. Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

4. identified Oct 15, 2025, 12:56 PM UTC

   Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the stream error within their platform. Next update 10:00 Eastern or sooner as information becomes available.

5. identified Oct 15, 2025, 01:55 PM UTC

   Service teams continue to work with the vendor to restore service. Impact remains with Genesys Cloud Social Listening. Inbound and Outbound DMs are working as expected. Next update 11:30AM Eastern or sooner as information becomes available.

6. identified Oct 15, 2025, 03:30 PM UTC

   Our vendor is continuing to investigate the issue in their API v2 offering, next update 13:00 Eastern or sooner as information becomes available.

7. identified Oct 15, 2025, 05:00 PM UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 14:00 Eastern, or sooner if new information becomes available.

8. identified Oct 15, 2025, 06:02 PM UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 16:00 Eastern, or sooner if new information becomes available.

9. identified Oct 15, 2025, 07:59 PM UTC

   Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 18:00 Eastern, or sooner if new information becomes available.

10. resolved Oct 15, 2025, 10:19 PM UTC

    This incident has been resolved.

Read the full incident report →

Started Sep 26, 2025, 07:06 PM UTC· resolved Sep 26, 2025, 08:36 PM UTC

1. identified Sep 26, 2025, 07:06 PM UTC

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

2. identified Sep 26, 2025, 07:27 PM UTC

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

3. identified Sep 26, 2025, 08:01 PM UTC

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

4. monitoring Sep 26, 2025, 08:11 PM UTC

   Backlog has cleared; monitoring for stability.

5. resolved Sep 26, 2025, 08:36 PM UTC

   Genesys Cloud customers experienced service delays affecting conversation routing in the US West region. During the incident, users may have experienced extended queue times and delayed agent assignments. The development team identified root cause as a database performance issue. After initial mitigation steps were taken, improvement was observed. Final mitigation steps were implemented at 4:02 PM. Queue times returned to expected levels once backlogged events completed processing.

Read the full incident report →

Started Jul 30, 2025, 10:42 PM UTC· resolved Jul 30, 2025, 11:05 PM UTC

1. 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.

2. monitoring Jul 30, 2025, 10:52 PM UTC

   Error rates have subsided and all health checks are passing successfully. Monitoring for stability before resolving.

3. resolved Jul 30, 2025, 11:05 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 23, 2025, 02:22 PM UTC· resolved Jul 23, 2025, 02:59 PM UTC

1. monitoring Jul 23, 2025, 02:22 PM UTC

   Genesys Cloud service teams have identified an issue intermittently impacting WebRTC calls. Mitigation steps have been implemented and error rates have improved. Next update 10:45 AM Eastern.

2. monitoring Jul 23, 2025, 02:42 PM UTC

   Error rates have returned to normal. We continue to monitor for stability as issue was intermittent. Next update 11:00 Eastern

3. resolved Jul 23, 2025, 02:59 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 08, 2025, 03:13 PM UTC· resolved Jul 08, 2025, 04:15 PM UTC

1. identified Jul 08, 2025, 03:13 PM UTC

   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.

2. identified Jul 08, 2025, 04:02 PM UTC

   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.

3. resolved Jul 08, 2025, 04:15 PM UTC

   The platform provider has resolved this issue.

Read the full incident report →

Started Jul 08, 2025, 11:18 AM UTC· resolved Jul 08, 2025, 12:10 PM UTC

1. investigating Jul 08, 2025, 11:18 AM UTC

   Users may experience temporary delays for analytics and reporting functions. Mitigation steps are being implemented at this time. Next update top of the hour.

2. investigating Jul 08, 2025, 11:24 AM UTC

   Mitigation steps have been applied. Recovery is in progress.

3. investigating Jul 08, 2025, 11:33 AM UTC

   Errors returned, additional mitigation steps are being applied. Next update top of the hour.

4. investigating Jul 08, 2025, 11:43 AM UTC

   Latest mitigation steps have proven successful. Monitoring recovery. Next update top of the hour.

5. monitoring Jul 08, 2025, 11:59 AM UTC

   Teams will continue to monitor to ensure stability. Health checks are normal.

6. resolved Jul 08, 2025, 12:10 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 07, 2025, 01:52 PM UTC· resolved Jul 07, 2025, 02:24 PM UTC

1. investigating Jul 07, 2025, 01:52 PM UTC

   Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.

2. identified Jul 07, 2025, 02:09 PM UTC

   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.

3. monitoring Jul 07, 2025, 02:15 PM UTC

   Health checks are improving. Monitoring for stability. Orgs that continue to experience stuck interactions please work with product support if unable to clear. https://help.mypurecloud.com/articles/disconnect-interactions/

4. resolved Jul 07, 2025, 02:24 PM UTC

   This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.

Read the full incident report →

Started Jul 07, 2025, 07:53 AM UTC· resolved Jul 07, 2025, 09:13 AM UTC

1. investigating Jul 07, 2025, 07:53 AM UTC

   Genesys Cloud has identified an issue impacting inbound call routing. Teams are working to triage and determine next steps.

2. investigating Jul 07, 2025, 07:54 AM UTC

   We are continuing to investigate this issue.

3. investigating Jul 07, 2025, 08:47 AM UTC

   Mitigation steps have been applied. Pending health check review. Next update top of the hour.

4. investigating Jul 07, 2025, 09:03 AM UTC

   Monitoring for stability. The service is in recovery. Impacted orgs should refresh presence status for agents.

5. investigating Jul 07, 2025, 09:12 AM UTC

   The issue has been resolved. Any orgs who experience stuck interactions should refer to https://help.mypurecloud.com/articles/disconnect-interactions/ for assistance. If additional assistance is needed to help clear interactions, please contact product support.

6. resolved Jul 07, 2025, 09:13 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 03, 2025, 08:50 PM UTC· resolved Jul 03, 2025, 11:29 PM UTC

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. resolved Jul 03, 2025, 11:29 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 18, 2025, 03:16 PM UTC· resolved Jun 18, 2025, 03:52 PM UTC

1. identified Jun 18, 2025, 03:16 PM UTC

   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.

2. monitoring Jun 18, 2025, 03:41 PM UTC

   Recovery is in progress after mitigation steps.

3. monitoring Jun 18, 2025, 03:48 PM UTC

   Monitoring for stability

4. resolved Jun 18, 2025, 03:52 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 12, 2025, 06:44 PM UTC· resolved Jun 12, 2025, 11:36 PM UTC

1. identified Jun 12, 2025, 06:44 PM UTC

   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.

2. identified Jun 12, 2025, 07:19 PM UTC

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

3. monitoring Jun 12, 2025, 07:43 PM UTC

   The vendor advised they have largely recovered. Genesys will monitor until the all clear is received.

4. monitoring Jun 12, 2025, 08:02 PM UTC

   Genesys is still seeing errors from the vendor but does note improvement since incident started. Pending final resolution from the vendor.

5. monitoring Jun 12, 2025, 08:23 PM UTC

   TTS and STT are healthy at this time. Errors are still being observed on Dialogflow. Pending status from vendor.

6. monitoring Jun 12, 2025, 09:08 PM UTC

   Dialogflow errors have ceased. The vendor is reporting recovery but has not provided the all clear. Will continue to monitor.

7. resolved Jun 12, 2025, 11:36 PM UTC

   This incident has been resolved.

Read the full incident report →

Started May 14, 2025, 09:39 PM UTC· resolved May 14, 2025, 09:45 PM UTC

1. identified May 14, 2025, 09:39 PM UTC

   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.

2. resolved May 14, 2025, 09:45 PM UTC

   This incident has been resolved.

Read the full incident report →

Started May 05, 2025, 11:16 AM UTC· resolved May 05, 2025, 11:45 AM UTC

1. investigating May 05, 2025, 11:16 AM UTC

   Customers are experiencing issues with voice bot flows causing some calls to fail. Mitigation steps are being implemented. Next update 07:30 Eastern

2. monitoring May 05, 2025, 11:23 AM UTC

   Error rates have returned to normal levels and customers are seeing improvement.

3. resolved May 05, 2025, 11:45 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 02, 2025, 07:45 PM UTC· resolved May 02, 2025, 07:52 PM UTC

1. monitoring May 02, 2025, 07:45 PM UTC

   Elevated error rates have been identified in the APAC (Mumbai) region. Services are now in recovery. Monitoring for stability.

2. resolved May 02, 2025, 07:52 PM UTC

   This incident has been resolved. Customers that experience any stuck interactions should follow instructions provided https://help.mypurecloud.com/articles/disconnect-interactions/. If unable to resolve, please open a case with Product Support for assistance.

Read the full incident report →