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Genesys Cloud components

Tracked components

Showing 1 to 25 of 432 tracked components.

Component	Status	Type	Last changed
Platform	Major Outage	Group	Not recorded
Identity & Access Management	Operational	Group	Not recorded
Inbound Calls	Operational	Group	Not recorded
IVR	Operational	Group	Not recorded
ACD Routing	Operational	Group	Not recorded
Outbound Calls	Operational	Group	Not recorded
GenesysCloud Soft Phone	Operational	Group	Not recorded
Web Messaging	Operational	Group	Not recorded
Chat	Operational	Group	Not recorded
Agent Copilot	Operational	Group	Not recorded
Co-Browse	Operational	Group	Not recorded
Email	Operational	Group	Not recorded
Third-Party Digital Channels	Operational	Group	Not recorded
Self Service & Automation	Operational	Group	Not recorded
Voicemail	Operational	Group	Not recorded
Video	Operational	Group	Not recorded
Workforce Engagement	Operational	Group	Not recorded
Reporting	Operational	Group	Not recorded
Recording	Operational	Group	Not recorded
Quality Management	Operational	Group	Not recorded
Data Sync Integrations	Operational	Group	Not recorded
Directory	Operational	Group	Not recorded
Fax	Operational	Group	Not recorded
Documents	Operational	Group	Not recorded
Americas (Sao Paulo)	Operational	Component	Not recorded

Recent incidents

Official incidents

Latest outages and degradations detected from the official status page.

Voicemail Playback Errors (Multi-Regional)

Resolved

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.

Jun 3, 4:13 PMResolved Jun 3, 4:57 PMMinorAmericas (US West)FedRAMP

Elevated Error Rates - EMEA (London)

Resolved

This incident has been resolved.

May 19, 11:47 AMResolved May 19, 1:02 PMMinorEMEA (London)

Interaction Routing Issues - Americas (US-East)

Resolved

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.

May 8, 2:51 PMResolved May 8, 5:30 PMMinorAmericas (US East)

Elevated Error Rates - Americas (US-East)

Resolved

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.

May 8, 1:25 AMResolved May 8, 4:14 AMCriticalAmericas (US East)

Analytics Delays - Americas (US-East)

Resolved

The backlog has been completely processed and real time analytics is operating normally.

Apr 22, 2:56 PMResolved Apr 22, 4:43 PMMinorAmericas (US East)

Genesys Cloud - Analytics Delays

Resolved

This incident has been resolved.

Mar 27, 8:34 PMResolved Mar 27, 9:01 PMMinorAmericas (US East)Americas (Sao Paulo)

Elevated Error Rates - EMEA (London)

Resolved

This incident has been resolved.

Mar 24, 3:11 PMResolved Mar 24, 3:17 PMMinorEMEA (London)

Elevated Error Rates - APAC (Seoul)

Resolved

The email backlog processed and region is healthy. Incident Resolved

Mar 24, 2:48 PMResolved Mar 24, 3:20 PMMajorAsia Pacific (Seoul)

Elevated Error Rates APAC (Sydney)

Resolved

This incident has been resolved.

Mar 12, 2:59 AMResolved Mar 12, 3:26 AMMajorAsia Pacific (Sydney)

Elevated Error Rates - EMEA (UAE)

Monitoring

Guidance remains to continue operations in alternate regions. The platform provider has advised recovery is expected to take several months. We will share new information as it becomes available.

Mar 2, 5:58 AMResolved Jun 19, 3:05 PMCriticalEMEA (UAE)

Recent maintenance