Webex Contact Center: Service degradation for AI agent interactions in the US and Canada

Update timeline

1. resolved Apr 16, 2026, 05:23 PM UTC

   Component Status: Regions: N. America (West), N. America (East), Canada resolved - Services remain healthy and stable. The issue is now resolved. We appreciate your patience while we addressed this service incident. Apr 16, 17:23 UTC monitoring - Engineering has completed mitigation activities, and services have been restored. We will continue to monitor to ensure service stability. We appreciate your patience while we addressed this service incident. Apr 16, 16:54 UTC identified - Engineering has identified the issue impacting AI Agent and AI Assistant interactions and is actively working toward full restoration of the affected services within the US and Canada regions. We will provide additional updates as soon as new information becomes available. We appreciate your patience while we address this service incident. Apr 16, 16:07 UTC identified - Engineering continues to work towards full restoration of the impacted services within the US and Canada. We will provide additional updates as soon as new information becomes available. We appreciate your patience while we address this service incident. Apr 16, 15:10 UTC investigating - Engineering continues to investigate. In addition to the previously mentioned impact, AI Assistant interactions may also be degraded. We appreciate your patience while we address this service incident. Apr 16, 14:53 UTC investigating - Engineering is investigating an issue affecting AI Agent interactions in the US and Canada, where users may experience delays, failures, or an error message during their interactions. We are working towards restoring services and apologize for the inconvenience this may cause. Apr 16, 14:43 UTC