{
"vendor": "Genesys Cloud",
"slug": "genesys-cloud",
"platform": "statuspage",
"status_url": "https://status.mypurecloud.com",
"last_checked": "2026-09-16T12:28:20Z",
"last_state": "partial",
"history_backfilled": true,
"first_watched": "2026-09-04T07:06:16Z",
"incidents": [
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-07-29T10:34:58.714-04:00",
"resolved_inferred": false,
"started_at": "2026-07-29T09:38:39.041-04:00",
"state": "resolved",
"title": "Analytics Delays - Americas (US-West)",
"updated_at": "2026-07-29T10:34:58.731-04:00",
"url": "https://stspg.io/cm0mjj7skz06"
},
{
"body": "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.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"started_at": "2026-07-16T16:28:20.181-04:00",
"state": "monitoring",
"title": "Elevated Error Rates - EMEA (UAE)",
"updated_at": "2026-07-16T16:28:20.314-04:00",
"url": "https://stspg.io/hwpqn7p5rhnz"
},
{
"body": "Root cause was identified as an incomplete permissions backfill on a subset of organizations. The recommended workaround of manually adding the missing voicemail stream permissions as indicated in https://help.genesys.cloud/articles/open-play-voicemail/ is the permanent solution to backfilling the missing permissions. A formal RCA will be provided to those customers impacted by this issue.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-06-03T12:57:27.864-04:00",
"resolved_inferred": false,
"started_at": "2026-06-03T12:13:43.638-04:00",
"state": "resolved",
"title": "Voicemail Playback Errors (Multi-Regional)",
"updated_at": "2026-06-03T12:57:27.877-04:00",
"url": "https://stspg.io/pffpxzfwjg7c"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-05-19T09:02:14.768-04:00",
"resolved_inferred": false,
"started_at": "2026-05-19T07:47:30.595-04:00",
"state": "resolved",
"title": "Elevated Error Rates - EMEA (London)",
"updated_at": "2026-05-19T09:02:14.784-04:00",
"url": "https://stspg.io/pl6sw0gpsl31"
},
{
"body": "We have successfully resolved the agent routing issues. The service teams have cleared agents stuck in incorrect statuses, stopped routing interactions to offline agents, and restored real-time queue visibility.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-05-08T13:30:33.162-04:00",
"resolved_inferred": false,
"started_at": "2026-05-08T10:51:06.199-04:00",
"state": "resolved",
"title": "Interaction Routing Issues - Americas (US-East)",
"updated_at": "2026-05-08T13:30:33.178-04:00",
"url": "https://stspg.io/chn8fwm34jwt"
},
{
"body": "All services are operational and traffic is routing successfully via a temporary workaround while the platform provider completes restoration.  We will be performing a brief maintenance lasting approximately 30 minutes to restore original configurations.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-05-08T00:14:07.638-04:00",
"resolved_inferred": false,
"started_at": "2026-05-07T21:25:00.000-04:00",
"state": "resolved",
"title": "Elevated Error Rates - Americas (US-East)",
"updated_at": "2026-05-08T00:14:07.658-04:00",
"url": "https://stspg.io/5xnlmm9cz1yc"
},
{
"body": "The backlog has been completely processed and real time analytics is operating normally.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-04-22T12:43:40.512-04:00",
"resolved_inferred": false,
"started_at": "2026-04-22T10:56:19.932-04:00",
"state": "resolved",
"title": "Analytics Delays - Americas (US-East)",
"updated_at": "2026-04-22T12:43:40.528-04:00",
"url": "https://stspg.io/tby1mztsq1dw"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-27T17:01:14.442-04:00",
"resolved_inferred": false,
"started_at": "2026-03-27T16:34:23.403-04:00",
"state": "resolved",
"title": "Genesys Cloud - Analytics Delays",
"updated_at": "2026-03-27T17:01:14.459-04:00",
"url": "https://stspg.io/br1bzpy2wj14"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-24T11:17:59.536-04:00",
"resolved_inferred": false,
"started_at": "2026-03-24T11:11:09.001-04:00",
"state": "resolved",
"title": "Elevated Error Rates - EMEA (London)",
"updated_at": "2026-03-24T11:17:59.553-04:00",
"url": "https://stspg.io/9p2zzd0100hn"
},
{
"body": "The email backlog processed and region is healthy. Incident Resolved",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-24T11:20:00.089-04:00",
"resolved_inferred": false,
"started_at": "2026-03-24T10:48:43.010-04:00",
"state": "resolved",
"title": "Elevated Error Rates - APAC (Seoul)",
"updated_at": "2026-03-24T11:20:00.110-04:00",
"url": "https://stspg.io/pfdyzm5hptgh"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-11T23:26:08.877-04:00",
"resolved_inferred": false,
"started_at": "2026-03-11T22:59:11.924-04:00",
"state": "resolved",
"title": "Elevated Error Rates APAC (Sydney)",
"updated_at": "2026-03-11T23:26:08.893-04:00",
"url": "https://stspg.io/b9y6t70gbn8y"
},
{
"body": "After extensive monitoring and coordination with our platform provider over the past months, we must inform you that Genesys Cloud services in the EMEA (UAE) region will remain unavailable until further notice. The continued infrastructure challenges in the region have prevented the platform provider from restoring core services necessary to support Genesys Cloud operations. Based on the latest guidance received, full recovery of this region is unknown. \n\nExisting customers with data or configurations in this region should have already initiated migration to alternate regions. We strongly advise all affected customers to continue operating in alternate regions that remain fully operational, work with your Genesys Cloud account team to evaluate and complete migration options to alternative AWS regions, and export critical data and configurations to ensure business continuity. \n\nGenesys remains in close communication with the platform provider and will continue to monitor this situation closely. If you have questions or still require assistance with migration planning, please contact your Genesys Cloud account team. This page will be updated monthly or sooner as information becomes available.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-07-15T16:11:19.284-04:00",
"resolved_inferred": false,
"started_at": "2026-03-02T00:58:22.682-05:00",
"state": "resolved",
"title": "Elevated Error Rates - EMEA (UAE)",
"updated_at": "2026-07-15T16:11:19.305-04:00",
"url": "https://stspg.io/ljtghnhkmw6n"
},
{
"body": "Genesys is continuing to monitor activities in the region with the platform provider. Genesys Cloud services are operating normally after evacuating services from a single availability zone.  There is no current impact to our customers. We will provide immediate updates through this channel should there be any change in status.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-03-01T08:39:03.000-05:00",
"resolved_inferred": false,
"started_at": "2026-03-01T08:18:38.912-05:00",
"state": "resolved",
"title": "Regional Monitoring - EMEA (UAE)",
"updated_at": "2026-03-01T10:18:22.211-05:00",
"url": "https://stspg.io/1b37dkzr6nkb"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-02-26T04:36:55.988-05:00",
"resolved_inferred": false,
"started_at": "2026-02-26T03:49:32.578-05:00",
"state": "resolved",
"title": "Elevated Error Rates - EMEA (Dublin)",
"updated_at": "2026-02-26T04:36:56.005-05:00",
"url": "https://stspg.io/5xrrqhkk9zfx"
},
{
"body": "The backlogged events have been successfully processed and the service is operating as expected",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-02-02T08:07:07.024-05:00",
"resolved_inferred": false,
"started_at": "2026-02-02T06:18:50.330-05:00",
"state": "resolved",
"title": "Analytics Delays - Tokyo",
"updated_at": "2026-02-02T08:07:07.039-05:00",
"url": "https://stspg.io/gww9cphl1cd8"
},
{
"body": "All data has been restored. Incident has been resolved",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-29T13:03:26.353-05:00",
"resolved_inferred": false,
"started_at": "2026-01-29T08:48:35.898-05:00",
"state": "resolved",
"title": "Analytics Data Availability - Mumbai and Sao Paulo",
"updated_at": "2026-01-29T13:03:26.372-05:00",
"url": "https://stspg.io/pvnvyj0ldpkn"
},
{
"body": "Between 4:30 AM and 7:07 AM Eastern Time, customers in the Sao Paulo and Mumbai regions experienced issues with Analytics dashboards not loading correctly. Our service team has successfully resolved the incident, and all Analytics dashboards are now functioning as expected.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-29T07:38:58.266-05:00",
"resolved_inferred": false,
"started_at": "2026-01-29T07:38:58.194-05:00",
"state": "resolved",
"title": "Elevated Error Rates - Analytics",
"updated_at": "2026-01-29T07:38:58.277-05:00",
"url": "https://stspg.io/njhzc29344s1"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-23T14:04:33.073-05:00",
"resolved_inferred": false,
"started_at": "2026-01-23T13:45:08.000-05:00",
"state": "resolved",
"title": "Agent Status Errors:  Americas (US East)",
"updated_at": "2026-01-23T14:04:33.092-05:00",
"url": "https://stspg.io/wl3bds185pgb"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-11T06:21:49.569-05:00",
"resolved_inferred": false,
"started_at": "2026-01-11T05:36:30.285-05:00",
"state": "resolved",
"title": "Elevated Error Rates - Issues creating new call routing configurations",
"updated_at": "2026-01-11T08:08:53.504-05:00",
"url": "https://stspg.io/38cmwjv4xm0k"
},
{
"body": "Genesys Cloud service teams identified an issue impacting WebRTC calls. Mitigation steps have been implemented and error rates have improved. Customers needing a formal RCA should open a case where it will be attached. Impact period was 06:37GMT-07:46GMT.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2026-01-09T02:58:52.000-05:00",
"resolved_inferred": false,
"started_at": "2026-01-09T02:58:52.000-05:00",
"state": "resolved",
"title": "Elevated Error Rates  - WebRTC (APAC Tokyo)",
"updated_at": "2026-01-09T08:53:33.282-05:00",
"url": "https://stspg.io/vzw5nsf87zr4"
},
{
"body": "Between 10:10 AM ET and 10:45 AM ET, some customers experienced issues with new inbound and outbound calls. During this 35-minute period, while existing calls remained connected, new calls were unable to complete successfully. Customers may have also experienced issues with call control functions such as transfers and holds. Our engineering team identified and resolved the issue, and service was fully restored by 10:45 AM ET.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-12-23T11:08:28.308-05:00",
"resolved_inferred": false,
"started_at": "2025-12-23T11:08:28.251-05:00",
"state": "resolved",
"title": "Elevated Error Rates - Inbound/Outbound Calls (US-East)",
"updated_at": "2025-12-23T11:09:26.786-05:00",
"url": "https://stspg.io/566yr870kjq2"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-12-16T09:47:15.523-05:00",
"resolved_inferred": false,
"started_at": "2025-12-16T09:18:11.406-05:00",
"state": "resolved",
"title": "Elevated Error Rates EMEA (Frankfurt, Ireland, London)",
"updated_at": "2025-12-16T09:47:15.544-05:00",
"url": "https://stspg.io/x2q68bn2t87f"
},
{
"body": "On November 28, 2025, between 06:30 and 07:25 GMT, some customers in the APAC (Tokyo) region experienced issues with voice services. During this time, users may have encountered intermittent failures with inbound and outbound calls, difficulties with call controls, and error messages related to station status. The issue auto resolved and services are operating normally. Our service teams are conducting a thorough investigation of the incident and a detailed root cause analysis will be provided once the investigation is complete.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "none",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-11-28T01:30:00.000-05:00",
"resolved_inferred": false,
"started_at": "2025-11-28T01:30:00.000-05:00",
"state": "resolved",
"title": "Elevated Error Rates - APAC (Tokyo)",
"updated_at": "2025-11-29T11:11:33.326-05:00",
"url": "https://stspg.io/7vwmmt8fs9cq"
},
{
"body": "The backlogged events have been processed and service is fully recovered",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-11-12T20:57:47.470-05:00",
"resolved_inferred": false,
"started_at": "2025-11-12T18:29:56.197-05:00",
"state": "resolved",
"title": "Analytics and Reporting Delays: EMEA (Frankfurt)",
"updated_at": "2025-11-12T20:57:47.487-05:00",
"url": "https://stspg.io/zdbnbnjd4jp1"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-27T15:01:48.165-04:00",
"resolved_inferred": false,
"started_at": "2025-10-27T14:04:36.928-04:00",
"state": "resolved",
"title": "Analytics & Reporting Delays Americas (US-West)",
"updated_at": "2025-10-27T15:01:48.180-04:00",
"url": "https://stspg.io/6z4p76lxx2z7"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-23T17:34:51.974-04:00",
"resolved_inferred": false,
"started_at": "2025-10-23T17:14:40.000-04:00",
"state": "resolved",
"title": "Elevated Error Rates in Access",
"updated_at": "2026-01-09T16:58:18.627-05:00",
"url": "https://stspg.io/6kg2b534tn2f"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "critical",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-20T18:54:42.590-04:00",
"resolved_inferred": false,
"started_at": "2025-10-20T05:35:05.771-04:00",
"state": "resolved",
"title": "Americas (US East) Incident",
"updated_at": "2025-10-20T18:54:42.609-04:00",
"url": "https://stspg.io/6d9bfb88r5jp"
},
{
"body": "Error rates have returned to normal, and the backlogged events have been successfully processed. Issue is now resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-16T04:00:16.505-04:00",
"resolved_inferred": false,
"started_at": "2025-10-16T03:33:36.379-04:00",
"state": "resolved",
"title": "Analytics & Reporting Delays Americas (Sao Paulo)",
"updated_at": "2025-10-16T04:00:16.522-04:00",
"url": "https://stspg.io/86cx1j2y29lq"
},
{
"body": "This incident has been resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "minor",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-10-15T18:19:49.195-04:00",
"resolved_inferred": false,
"started_at": "2025-10-15T06:14:38.736-04:00",
"state": "resolved",
"title": "X (Twitter) Social Listening Services Impaired",
"updated_at": "2025-10-15T18:19:49.218-04:00",
"url": "https://stspg.io/2wdzq9lmdcpd"
},
{
"body": "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.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-09-26T16:36:44.243-04:00",
"resolved_inferred": false,
"started_at": "2025-09-26T15:06:07.617-04:00",
"state": "resolved",
"title": "Assignment Latency:  Americas (US West)",
"updated_at": "2025-09-26T16:36:44.260-04:00",
"url": "https://stspg.io/bl66stwyw4x8"
},
{
"body": "Error rates have returned to normal and the backlogged events have successfully been processed. Issue is now resolved.",
"first_seen": "2026-09-04T07:06:16Z",
"impact": "major",
"last_seen": "2026-09-16T12:28:20Z",
"resolved_at": "2025-08-24T11:02:40.131-04:00",
"resolved_inferred": false,
"started_at": "2025-08-24T09:49:21.194-04:00",
"state": "resolved",
"title": "Analytics & Reporting Delays Americas (US-West)",
"updated_at": "2025-08-24T11:02:40.147-04:00",
"url": "https://stspg.io/fyqr8vjd6p2p"
}
]
}