Daily provider-status observations and published incident history for Genesys Cloud.
Component incident
Genesys Cloud has an active component incident; no global outage is indicated. Verified .
Official provider source.
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0%of 57 verified observed days had no reported provider issue
90-Day Trend
Dashed calendar markers below identify legacy observations whose source-at-observation was not recorded.
Monthly Status Summary
Month
Issue-free days
Days Tracked
Days with issues
September 2026
0%
30
30
This percentage summarizes normalized provider-status observations by calendar day. It is not duration-based, component-weighted, or contractual uptime. See the methodology and limitations.
Recorded Daily Status (Last 91 Days)
Jul 22Today
Legacy observation Operational Degraded Partial Outage Major Outage Maintenance No Data
We have identified an issue impacting AI summaries in the Sydney region. AI summaries may be slow to generate. Mitigation steps are being implemented. Next update 01:00 Eastern or sooner as information becomes available.
Mitigation steps are still in progress and are working as expected. Full resolution is expected within the next two hours. Next update 01:30 Eastern or sooner as information becomes available.
identified
The service teams have identified root cause and are implementing mitigation steps. Due to the complexity involved, we anticipate this will take some time to complete. Next update 12:30 AM Eastern or sooner as information becomes available.
investigating
Teams are continuing to investigate root cause of the issue impacting users in the US East region. Next update 23:30 Eastern or sooner as information becomes available.
investigating
We are investigating an issue affecting agent ability to log out and the ability of supervisors to perform forced logouts. Users may also experience issues with user search and delayed overall performance of Genesys Cloud.
Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows.
The platform provider has provided an updated status, (https://health.aws.amazon.com/health/status). Genesys support teams remain available to assist with business continuity for customers who remain affected.
We want to emphasize our ongoing close collaboration with the platform provider and our commitment to providing regular updates to customers as the situation develops.
monitoring
Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows, with no estimated time for recovery. This post consolidates the previous announcement due to the volume of updates previously provided, and Genesys will continue to share updates as new information becomes available. We strongly recommend all affected customers migrate workloads to alternate AWS regions, work with your Genesys Cloud account team on migration planning, and export critical data and configurations to ensure business continuity if not already done so. Please contact your Genesys Cloud account team if you need assistance or have questions.
Legacy Incident Archive
9 archived records restored. These records predate source-at-observation attestation. They are shown as historical ServiceAlert records only and do not establish a provider-reported incident, resolution, duration, or current active state.
July 2026
Analytics Delays - Americas (US-West)
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
Mitigation steps have been implemented and the service is actively processing backlogged events. Once the backlog is clear, the service will be operating normally. Next update 11AM Eastern or sooner as information becomes available.
investigating
We are actively investigating an issue causing delays with all real time analytics data, including detail records, aggregate metrics, observation metrics and notifications.
June 2026
Voicemail Playback Errors (Multi-Regional)
minorSource not attested
Last archived state: resolved
View archived record details
identified
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.
May 2026
Elevated Error Rates - EMEA (London)
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
The backlogged events are continuing to be processed successfully. Customers will see impact to CoPilot Summaries until the backlog is fully clear. Next update 09:45 Eastern or sooner as information becomes available.
monitoring
Mitigation steps were successful and we are beginning to see improvement. Customers will continue to see impact until the backlogged events have been processed. Next update 08:45 Eastern or sooner as information becomes available.
identified
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.
Interaction Routing Issues - Americas (US-East)
minorSource not attested
Last archived state: resolved
View archived record details
identified
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.
identified
Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.
identified
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.
investigating
We are investigating an issue in the US-East region where interactions are being routed to unavailable agents. As teams work to restore, as a work around, customers can remove offline agents from the queue. Next update 11:30 Eastern
Elevated Error Rates - Americas (US-East)
criticalSource not attested
Last archived state: resolved
View archived record details
monitoring
Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.
identified
Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.
identified
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.
investigating
We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.
April 2026
Analytics Delays - Americas (US-East)
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
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.
monitoring
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.
investigating
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.
investigating
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.
March 2026
Genesys Cloud - Analytics Delays
minorSource not attested
Last archived state: resolved
View archived record details
investigating
Mitigation steps are being implemented and we are beginning to see improvement.
investigating
Service teams are investigating an issue resulting in delays in realtime analytics data. Next update 17:00 Eastern or sooner as information becomes available.
Elevated Error Rates - EMEA (London)
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
Mitigation steps have been implemented and we are monitoring for stability.
investigating
Teams are investigating an issue causing intermittent call failures in the London region.
Elevated Error Rates - APAC (Seoul)
majorSource not attested
Last archived state: resolved
View archived record details
monitoring
Mitigation steps have been implemented and the email backlog is being processed.
investigating
Service teams are investigating an issue impacting ACD Email in the Seoul region.
