Genesys Cloud Status

Resolved: Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved

Identified: 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.

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.

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.

Resolved: This incident has been resolved.

Monitoring: Between 23:29 and 23:56 GMT, Genesys Cloud customers in the Sydney region experienced issues with inbound and outbound calling. Service teams quickly isolated root cause and implemented mitigation steps. This issue has been resolved and a formal RCA will follow.

Resolved: This incident has been resolved.

Monitoring: Between 23:29 and 23:56 GMT, Genesys Cloud customers in the Sydney region experienced issues with inbound and outbound calling. Service teams quickly isolated root cause and implemented mitigation steps. This issue has been resolved and a formal RCA will follow.