Istoricul incidentelor Genesys Cloud

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.

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.

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.

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.

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.

This incident has been resolved.

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

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.

Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.

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.

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.

We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.

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.

Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.

Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.

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.

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.

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.

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.

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.

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

Service teams are investigating an issue resulting in delays in realtime analytics data. Next update 17:00 Eastern or sooner as information becomes available.

Mitigation steps are being implemented and we are beginning to see improvement.

This incident has been resolved.

Teams are investigating an issue causing intermittent call failures in the London region.

Mitigation steps have been implemented and we are monitoring for stability.

This incident has been resolved.

Service teams are investigating an issue impacting ACD Email in the Seoul region.

Mitigation steps have been implemented and the email backlog is being processed.

The email backlog processed and region is healthy. Incident Resolved

Genesys teams are investigating an issue with the platform provider that is impacting copilot functionality, auto-summaries not being generated, and wrap-ups not being generated.

The platform provider has implemented mitigation steps and error rates have resolved. Monitoring for stability before resolving.

This incident has been resolved.

Teams are investigating errors on multiple services in the EMEA (UAE) region. The platform provider is engaged and actively troubleshooting with the Genesys development teams. Next update 01:30 Eastern or sooner as information becomes available.

Genesys Cloud is experiencing a region-wide service disruption affecting our customers in the UAE. Our development teams continue to work with the platform provider to resolve this issue. If your operations are impacted, please contact the Genesys Product Support team to implement our Ready Response solution as a temporary measure. Next update 02:00AM Eastern.

Genesys development teams continue working with the platform provider to restore services in the UAE region. The platform provider has advised recovery efforts are expected to take several hours. If your operations continue to be impacted, please contact Product Support to implement our Ready Response solution. Next update will be provided at 6AM Eastern.

We continue to experience service disruptions in the UAE region. Genesys development teams are working closely with the platform provider to restore all services. The recovery process is ongoing and is expected to take several hours to complete. If your business operations are being affected, please contact Genesys Product Support who can assist you with implementing our Ready Response solution to minimize disruption. Next update 12PM Eastern.

Due to regional events, Genesys Cloud continues to experience a service disruption affecting the platform in the UAE region. The incident is affecting multiple data centers in our platform provider’s infrastructure. Our platform provider has teams actively engaged in restoration efforts, and Genesys Cloud development teams are working closely with them to restore all services. Due to the complex nature of the incident and required recovery protocols, we anticipate the restoration process to take at minimum 24 hours to complete. We understand the impact this has on your business operations. To help minimize disruption during this time, our Product Support team is available to assist with implementing our Ready Response solution. We strongly encourage affected customers to reach out to Genesys Product Support for immediate assistance with this alternative solution. We will continue to provide updates as meaningful progress is made toward service restoration. Next Update 21:00 Eastern or as information becomes available.

Following continued widespread infrastructure challenges in the UAE region, multiple critical services within the Genesys Cloud environment continue to experience disruptions. These technical issues are impacting service delivery through our platform provider's regional infrastructure. While teams have partially restored access to some management consoles, several core services remain affected. Genesys Cloud development teams are actively working alongside the platform provider on restoration and recovery efforts and due to the complex nature of the incident and required recovery protocols, we anticipate the restoration process will take a minimum of 24 hours to complete. We understand the significant impact this disruption may have on your business operations and strongly encourage affected customers to implement disaster recovery plans. Genesys Product Support team is available to assist with implementing our Ready Response solution to help minimize disruption during this time. We will continue to provide updates as meaningful progress is made toward service restoration. The next update will be provided by 06:00 Eastern.

Due to significant infrastructure challenges, Genesys Cloud continues to experience ongoing service disruptions affecting the UAE region. While the platform provider has made progress in restoring some functionality, including partial access to management consoles and improvements in some storage and data handling capabilities, several core services continue to experience degraded performance and elevated error rates. New resource provisioning remains limited and full restoration is dependent on the recovery of foundational infrastructure components. We anticipate the restoration process to take at minimum another day to complete. Genesys continues to work closely with the platform provider to restore all services. Customers who remain impacted should implement disaster recovery plans. For assistance implementing contingency measures, please contact the Genesys Product Support team. We will continue to provide updates as meaningful progress is made toward service restoration. Next update 15:00 Eastern or sooner if conditions change.

Genesys Cloud continues to experience service disruptions affecting the UAE Region. Genesys development teams are actively working with the platform provider to restore full service functionality. While teams have made progress in recovery efforts, with improvement in storage system performance and partial restoration of management console access, several core platform resources continue to experience significant degradation. We continue to see elevated error rates across database resources, compute resources (virtual machines) and supporting services, including monitoring systems, message queues and automated workflows. Resource provisioning capabilities remain limited as the platform provider works to stabilize core infrastructure components. We continue to recommend customers with UAE workloads implement disaster recovery procedures, including migrating critical workloads to alternate regions. For customers seeking guidance on regional alternatives, the Genesys Cloud Product Support team can advise on options and align with your data residency requirements. Full restoration is expected to take at minimum another day to complete, with recovery times dependent on underlying infrastructure stabilization. We understand the significant impact this disruption has on your operations and are committed to keeping you informed. We will provide additional updates as meaningful progress occurs. Next update 22:00 Eastern.

Genesys Cloud is actively responding to significant service disruptions affecting our UAE Region operations. Our development teams are working closely with our platform provider to restore full service functionality while prioritizing system integrity. Storage systems are showing gradual improvement, and management console access has been partially restored. However, core platform services continue to experience degraded performance, including database operations, virtual machine provisioning, monitoring systems, message processing, and automated workflows. We strongly advise customers with UAE workloads to implement disaster recovery procedures and consider migrating critical workloads to alternate regions. Genesys Cloud Product Support is available to provide guidance on regional alternatives that align with data residency requirements. Full service restoration is expected to take at minimum another full day, with exact timing dependent on underlying infrastructure stabilization. We understand the impact this disruption has on your operations and are dedicating all available resources to expedite recovery. We will continue to provide updates as the situation evolves. For immediate assistance, please contact Genesys Cloud Product Support. Next update 3/4/2026 08:30 Eastern.

Genesys Cloud development teams continue working with the platform provider toward resolution of the service disruptions impacting the UAE region. While we are seeing some positive progress, several core services remain impaired, including database operations, the ability to launch virtual machines, monitoring capabilities, message queuing and automation services. We continue to recommend customers in the UAE region activate their business continuity plans and evaluate moving operations to other geographic locations. Genesys's Product Support team is available to assist in these efforts. We anticipate complete service restoration will require at least an additional twenty-four hours, though the exact timeline will depend on how quickly teams can stabilize the underlying infrastructure. Next update 20:00.

The UAE region continues to experience a significant service disruption. Genesys monitoring has shown no successful connectivity tests in the last forty-eight hours, and regional services remain unavailable. Once services begin to recover, we will prioritize the restoration of essential platform functions that enable customer data exports and migrations. Given anticipated capacity constraints, this recovery process will be carefully managed. We recommend customers plan for migration to alternative regions. The Genesys Product Support team is ready to assist with implementing the Genesys Cloud Ready Response solution. Our development teams continue to actively monitor the situation and prepare for service restoration. Next update will be provided at 08:00 Eastern.

Genesys Cloud teams continue to work closely with the platform provider to restore services in the UAE region. Both Genesys and the platform provider are taking a measured approach aimed to enable both customer and foundational service recovery while maintaining system stability. As resources become available in the region, Genesys Cloud teams will begin to methodically bring core services back online that are responsible for customer data restoration for migration purposes. This process will be carefully managed due to anticipated capacity constraints. Customers are advised to plan for migration to alternative regions, and the Genesys Product Support team is on standby ready to assist with implementing the Ready Response solution. Development teams maintain active monitoring of the situation and continue preparation for service restoration. Next update 21:00 Eastern or sooner as information becomes available.

Status remains unchanged at this time. The next update will be posted at 9am Eastern or as information becomes available.

The Genesys Cloud platform is showing encouraging signs of improvement following the recent service disruptions in UAE. Core authentication services are intermittently operational, allowing some users to access the Genesys platform, though many core features remain temporarily limited. Overall error rates have decreased significantly across multiple Genesys Cloud services since early morning, indicating positive progress in service restoration. The platform provider continues their recovery efforts, implementing a controlled approach to ensure stability while bringing systems back online. While some core functions have been restored, certain features are still impacted as teams work through the recovery process. The Genesys team is actively coordinating with various service teams to systematically restore full functionality, prioritizing critical configuration services. The platform provider and Genesys maintains the recommendation for customers to consider workload migration options where appropriate, and we are continuing to focus on restoring services that will enable smooth transition capabilities. While the situation continues to improve, teams are working diligently to restore complete service capabilities, and we will provide updates as additional progress is made. Next update 5pm ET.

Genesys Cloud is experiencing partial service recovery following regional infrastructure challenges in the UAE region. Authentication services have been restored, core database operations are showing improvement, and directory services are stabilizing. While users can successfully log in, many platform features remain limited. Currently, analytics queries, message processing, storage operations, recording exports, edge/call services and search capabilities are impacted. Genesys maintains the recommendation for customers to consider workload migration options where appropriate, and we are continuing to prioritize restoration of services that will enable smooth transition capabilities. Next update March 7 - 12:00 Eastern.

There has been no material change regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with success, but full restoration of core services is needed to make a final determination. Our engineering teams have monitors in place to alert when error rates drop and the ability to launch compute resumes, allowing us to restore service and assist customers with migrating data to alternate regions. We are continuing to partner closely with the platform provider and will provide updates as conditions improve. Next update Sunday, March 8th at noon ET, or as new information becomes available.

There have been no significant changes regarding Genesys Cloud service availability in the EMEA (UAE) region. We continue to partner closely with the platform provider as they stabilize core infrastructure. Our engineering teams have performed initial data integrity checks with success, but full restoration of core services is needed to make a final determination. Our development teams continue to monitor error rates and ability to launch compute resumes, allowing us to restore service and assist customers with migrating data to alternate regions. We remain in constant communication with the platform provider and will continue to communicate updates as the situation develops. Next update Monday March 9th at Noon or sooner as information changes.

Genesys Cloud continues to experience service disruptions in the EMEA (UAE) region. While we've observed minor improvements in some service metrics, significant challenges remain as we work to restore full service functionality. Core infrastructure services remain in recovery mode with limited ability to provision new compute resources. While we're seeing basic telemetry showing slight improvement, and our initial data integrity validations have completed successfully, full service restoration is still in progress. Genesys teams are actively monitoring service health and error rates, conducting ongoing data integrity checks, and supporting customer migrations to alternative regions where needed. We remain in close collaboration with our platform provider who continues actively working to restore core foundational services in the region. Our next scheduled update will be Tuesday, March 10th at 12:00 PM EDT. We will provide additional updates if there are significant developments before then.

We continue to experience service disruptions in the UAE region. The recovery of Genesys Cloud services is directly dependent on the restoration of core infrastructure by the platform provider. Genesys teams are actively monitoring service health and error rates, conducting ongoing data integrity checks, supporting customer migrations to alternative regions and are in constant communication with the platform provider. At this time, we anticipate an extended recovery period for full service restoration in the region. We understand this creates uncertainty for your operations and are committed to supporting affected customers with migration options to alternative regions where possible. We will continue to provide updates as new information becomes available.

We continue to experience service disruptions in the UAE region. Restoration of Genesys Cloud services remains directly dependent on the platform provider’s recovery of core infrastructure. Genesys teams are actively monitoring service health and error rates, while continuing to perform data integrity checks. We anticipate an extended recovery period for full service restoration in the region. We will provide information on platform availability as it becomes available. Genesys Cloud teams have successfully established Genesys Cloud organizations in alternate AWS Regions where customers have requested. Please work with your Genesys Cloud account team to evaluate this, and other available mitigations.

Genesys Cloud continues to experience significant service disruptions in the UAE region. While improvements have been observed in some platform metrics, full restoration of Genesys Cloud services remains dependent on the platform provider's recovery of core infrastructure services. Genesys teams are actively monitoring service health and error rates, performing continuous data integrity checks, and working closely with the platform provider to validate platform infrastructure availability and system telemetry. While initial data integrity validations have completed successfully, significant challenges remain in restoring full service functionality. At this time, we anticipate an extended recovery period for full service restoration and recommend customers work with their account teams to evaluate export options to alternate regions. We understand the impact this has on operations and will continue to provide updates as new information becomes available.

Genesys Cloud UAE availability remains dependent on the platform provider. There is no ETTR and guidance remains for customers to continue operations in alternate regions. We will provide updates as more information becomes available.

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.

Teams are investigating an issue impacting multiple features in the Genesys Cloud platform. The platform provider has been engaged and is actively assisting in the incident. Next update 09:15 Eastern or sooner as information becomes available.

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.

Teams are investigating an issue impacting voice bot flows and third party bot flows. Digital bot flows will remain unaffected. Next update 04:30 Eastern or sooner as information becomes avaialble.

Service teams identified the root cause as an issue with the speech-to-text provider and have worked with the vendor to restore service. Error rates have returned to normal and we continue to monitor for stability.

We are continuing to monitor for any further issues.

This incident has been resolved.

Teams are investigating an issue causing latency with real-time conversation and user detail records in the Tokyo region. Next update 07:00 Eastern or sooner as information becomes available.

mitigation steps have been implemented. Customers may continue to experience delays until the backlogged events are successfully processed. Next update 07:45 Eastern or sooner as information becomes available.

The service team has implemented additional mitigation actions and we are actively monitoring their effectiveness. We continue to process the backlog of events while working to restore full service performance. Next update 08:30 or sooner as information becomes available.

The backlogged events have been successfully processed and the service is operating as expected

We are currently investigating an issue that has resulted in missing data in the Analytics dashboards. Our team is working to identify the root cause and restore the missing data as soon as possible. Next update 09:45 Eastern or sooner as information becomes available.

The root cause has been identified, and a plan has been developed to restore the missing data to the Analytics dashboards. The restoration process is currently being tested in the development environment before executing in the production environment. Next update 10:45 Eastern or sooner as information becomes available.

Teams are continuing to test the data restoration process in the development environment. Once the testing phase has been completed successfully and we are confident in the process, we will move forward with execution in production to restore data in the Analytics dashboards. Next update 11:45 Eastern or sooner as information becomes available.

Teams are beginning the recovery process in production, beginning with the Sao Paulo region. Next update 12:45 Eastern or sooner as information becomes available.

Restoration is completed in Mumbai. Restoration is continuing in Sao Paulo. We are able to confirm data restored as mitigation steps are implemented. Next update 13:45 or sooner as information becomes available.

All data has been restored. Incident has been resolved

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.

Teams are investigating error reports when setting agent status, causing some agents to not receive ACD calls. Some users have experienced improvement after refreshing the browser and/or logging out and back in. Fix actions are being applied. Next update top of the hour.

Fix actions have resulted reduction of errors. Affected agents should refresh their status. Monitoring for stability.

This incident has been resolved.

Some customers may experience issues creating or modifying new call routing configurations. Existing call flows and configurations continue to work normally. Our engineering team has identified the issue and mitigation steps are being implemented. Next update top of the hour.

Root cause of the issue has been identified and the team continues to take steps to mitigate. Next update in 1 hour or sooner as information becomes available.

This incident has been resolved.

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.

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.

Teams are investigating an issue where agents are unable to end callbacks due to call controls being grayed out. Next update 09:45 Eastern or sooner as information becomes available.

Root cause of the issue has been identified and the team is taking steps to mitigate. Next update 10:15 Eastern or sooner as information becomes available.

Mitigation steps have been implemented. Customers will need to refresh the Genesys Cloud client for changes to take effect.

This incident has been resolved.