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Customers may be experiencing errors using TTS, STT, and bot flows. A case has been opened with the vendor. For speech-to-text issues, users should select Genesys Enhanced v2 as the speech-to-text provider in the bot flow. For text-to-speech (TTS), users need to select a non-Google voice. Bot flows will take the configured default path.

This incident has been resolved.

Customers may be experiencing delays with real time analytics and reporting. Mitigation steps have been implemented. Next update 30 min or as information becomes available.

This incident has been resolved.

Error rates have returned to normal levels and customers are seeing improvement.

Customers are experiencing issues with voice bot flows causing some calls to fail. Mitigation steps are being implemented. Next update 07:30 Eastern

This incident has been resolved. Customers that experience any stuck interactions should follow instructions provided https://help.mypurecloud.com/articles/disconnect-interactions/. If unable to resolve, please open a case with Product Support for assistance.

Elevated error rates have been identified in the APAC (Mumbai) region. Services are now in recovery. Monitoring for stability.

This incident has been resolved.

The service continues to make progress on backlogged events. Next up date 22:40 Eastern or sooner as information becomes available.

The service remains healthy and we have seen significant improvement in event processing. Latency continues to drop as the backlog is cleared and customers may be seeing improvement. Next update 21:30 or sooner as information becomes available.

All services are operating normally as we process backlogged events and complete required data rebalancing. While customers may continue to experience delays in real-time data processing, these delays will resolve automatically as operations complete. No action is required, and we continue to monitor progress closely. Next update 20:30 Eastern or sooner as information becomes available.

We continue to see steady improvement as the backlog is processed. System metrics show decreasing consumer lag and improving latency. While delays in real-time analytics may still occur, customers should begin experiencing some gradual improvement in reporting times. We are continuing to monitor and will provide updates as they become available.

We are experiencing longer than anticipated processing of real-time analytics events. Additional mitigation steps have been implemented to speed up event processing. Customers may begin to see improvement as the backlogged events are processed and delays will resolve automatically once the backlog clears,

We have successfully resolved the issue that was impacting real-time Analytics in the US-West region. The system is now operating normally; however, users may experience some lag in real-time reports for the next 25 minutes as the system fully stabilizes.

This incident has been resolved.

System operations have returned to normal levels. Continuous monitoring remains in place to ensure stability.

Additional mitigation steps have been implemented and testing is in progress. Customers who would like to test should refresh any open clients and attempt to use the application again.

We are continuing to investigate this issue.

Investigation remains ongoing across multiple teams. While testing continues, no new mitigation steps have been identified at this time. Next update 15:45 Eastern or sooner as information becomes available

Despite initial mitigation attempts showing minimal improvement, symptoms temporarily resolve upon client refresh but return with continued use. Multiple service teams are now collaborating to identify and address the root cause. Next update 15:15 PM or sooner as information becomes available.

A mitigation plan has been implemented and is currently undergoing testing to verify its effectiveness in resolving the performance issues. Next update 14:45 PM Eastern or sooner as information becomes available.

We are investigating an issue with degraded performance in both the web and desktop applications. Next update 14:30 or sooner as information becomes available.

This incident has been resolved.

Page rendering errors have subsided. Customers who are already logged in should reload their browser or refresh the desktop application to access the updated version. Agents logging in for the first time will be promptly notified of a new client version and should update accordingly.

Root cause has been identified and mitigation steps have been put in place. Customers should begin to see recovery.

Service teams are continuing to actively investigate this issue. Next update 09:00 AM Eastern or sooner if information becomes available.

Teams are continuing to investigate root cause for latency in the UI. Next update 08:30 AM Eastern

We are investigating an issue that is impacting customers ability to answer interactions due to latency in the UI.

This incident has been resolved.

Customers in the APAC (Toyko) region may be experiencing delays with analytics and reporting. Teams are investigating at this time to determine next steps. Next update top of the hour or as information becomes available.

Health checks are normal. Resolving incident. All clear time 1:45pm ET.

Mitigation steps are in progress; next update top of the hour.

Elevated error rates have been identified in the Americas (US West) region. Customers may be experiencing issues with call notifications, answering calls, and completing calls. Teams are engaged for triage and mitigation. Next update 15 minutes.

This incident has been resolved.

The rollback operation is still in progress by the platform provider. Teams continue to monitor as error rates have improved. Next update 09:30 Eastern or sooner as information becomes available.

The platform provider is executing a rollback operation that is expected to take 6-8 hours to complete. Once the rollback is completed, the system will automatically restore functionality with no additional action required from Genesys service teams. While recordings will be recovered, please note they may be temporarily inaccessible for several days as they are retrieved from the Edges. Transcripts and sentiment analysis data from the incident period will not be recoverable. Next update 07:30 AM Eastern.

Customers are now experiencing delays in recording availability. Once this issue is resolved, all recordings will be retrieved from the Edges and made available for playback. Transcripts and sentiment analysis are not able to be restored. Our service team is working with the platform provider to investigate and resolve this issue. Next update: 01:00 Eastern (or sooner if new information becomes available).

Teams continue to investigate root cause of this issue. Next update 23:00 or sooner as information becomes available.

Teams continue to investigate the root cause of this issue. Recently implemented mitigation steps have shown improvement in one category of errors. The next update will be provided at 21:30 Eastern time or earlier if new information becomes available.

Teams continue to investigate the root cause of this issue. Despite implementing additional mitigation steps, error rates remain unchanged. Additional technical resources have been engaged to support the investigation. The next update will be provided at 20:30 Eastern time or earlier if new information becomes available.

Service teams are actively investigating the root cause. Despite implementing several mitigation steps, error rates remain unchanged. The next update will be provided at 19:30 Eastern time or earlier if new information becomes available.

Service teams are investigating an issue affecting select recordings in the FedRAMP region. While the impacted recordings remain accessible and playable, associated features such as transcription and sentiment analysis will be permanently unavailable for these specific recordings. Next update 18:30 Eastern or sooner as information becomes available.

This incident has been resolved.

Customers may be experiencing latency with analytics and reporting in the Americas (US East) region. Teams are restarting a process as part of recovery. Next update bottom of the hour or as information becomes available.

Customers in the APAC (Osaka) region may have experienced lag when viewing analytics and reporting data. Impact time was approx 38 minutes. Impact start 10:27pm; impact end 11:05pm local time. The issue was mitigated by restarting a process.

This incident has been resolved.

We are investigating an issue that is impacting Genesys Cloud embedded clients The integration supports various interaction types and functionality. Development teams are performing mitigation steps.

Customers in the APAC (Sydney) region may have experienced delays with analytics and reporting from 12:43 UTC to 1:05 UTC. Latency has returned to zero.

The vendor has resolved the issue. Incident resolved.

The vendor has isolated root cause and implemented mitigation steps to resolve. Customers should begin to see improvement.

Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 14:00 Eastern or sooner as information becomes available.

Issue has been escalated with the vendor. Vendor continues to investigate with the help of Genesys Cloud engineers. Next update 12:00 Eastern or sooner as information becomes available.

Teams are engaged with the vendor to isolate a third-party incident impacting inbound and outbound messaging on Facebook and WhatsApp. Customers may see errors such as “Message not allowed - account has been locked." Customers may need to contact Meta as Genesys does not manage customer accounts. Next update 11:00 Eastern or sooner as information becomes available.

Vendor rolled back their change that affected neural voices. Incident is resolved

Vendor rolled back their change that affected neural voices. Incident is resolved

Vendor continues to investigate root cause and issue has been escalated to their product team. Next update 19:00 Eastern or sooner as information becomes available.

Genesys has escalated this issue with the vendor. The vendor continues to investigate at this time. No ETA on restoration. Next update 15:20 Eastern

Teams have provided additional information to the vendor and continue to work with vendor resources to identify root cause. Next update 14:15 Eastern.

The service teams are still engaged with the vendor to push for resolution. Next update 13:00 Eastern or sooner as information becomes available.

Customers may be experiencing issues with text to speech playback being extremely fast when a flow has a "Neural Voice" selected. As a work around, customers can select a non-neural voice. The service team has engaged the vendor to investigate.

This incident has been resolved.

Teams are investigating an issue impacting real time analytics. Customers may experience delays with detail records, aggregate metrics, observation metrics and notifications. Next update 16:00 Eastern.

Some customers in the Dublin, London, Mumbai, Seoul, Sydney, Canada and Sao Paulo regions may have experienced issues with agents showing not responding in various analytics views. This only impacted agents that were existing members of queues that have been offline for 60 days and still exist within the organization. The service team is unable to sanitize the agent data and customers will need to remove the agents from queues or have the agents log on to remove the not responding agent statuses from the analytics views. Further status updates will be managed through case notes.

This incident has been resolved.

Fix actions have been applied, recovery in progress. Next update bottom of the hour.

Teams are investigating a latent issue on the analytics and reporting service. Mitigation steps are in progress. Next update bottom of the hour.

This issue has been resolved. Should customers still experience issues please re-save the BYOC trunk.

Mitigation steps have been implemented and we are in recovery.

We are investigating an issue with BYOC Cloud trunks using a CIDR block for ACLs in the US-East region. This issue is impacting inbound calls as the calls are not able to be associated with an IP address in the CIDR range and are being rejected. Customers may work around this issue by adding the IP addresses directly instead of using the CIDER range. The IP addresses can be obtained from the customer BYOC carrier.

Between 08:00 and 08:47 ET Americas (US East) region experienced elevated error rates. Teams took mitigation steps to recover the ability to log in. Root cause is being investigated and formal RCA will be provided.

Services have fully recovered. We are monitoring for stability.

We are seeing recovery but there will continue to be delays logging in until errors have cleared.

Teams are continuing to investigate as initial mitigation steps did not have the expected results. Additional actions are being implemented to improve performance of the service and additional resources have been engaged to investigate.

Teams have identified possible root cause and are beginning to implement mitigation steps.

We are investigating an issue that is impacting logins for users in the US East region. Users who are already logged in will remain logged in until cache expires. New logins will fail.

This incident has been resolved.

A fix has been implemented and it is now safe for the customer to disable the work around.

Teams are investigating an issue in the APAC (Seoul) region that is impacting customers ability to intermittently make and receive phone calls. This issue is only impacting customers using force turn. A work around has been provided to disable force turn.

This incident has been resolved.

Issue has been identified and mitigation steps have been applied. Backlogged events are processing at this time. Next update 1 hour or as new status becomes available.

Customers may be experiencing latency with analytics reporting. Teams are reviewing mitigation steps at this time. Next update 1 hour or as new status becomes available.

This incident has been resolved.

Users have reported the service is now operational. We are waiting for all backlog to complete processing before resolving. Monitoring for stability.

Real time analytics data continues to be delayed while backlogged events process. Some customers have noted marked improvement. No ETR. Next update 1 hour.

Real time analytics data continues to be delayed while backlogged events process. No ETR. Next update 1 hour.

Backlogged events continue to decrease Customers will experience delays viewing conversation details. Next update bottom of the hour.

Processing of backlog still in progress. Next update top of the hour.

Backlogged events are continuing to process; No ETR. Next update 1 hour.

Additional mitigation steps have been applied. Backlogged events are continuing to process. Next update bottom of the hour.

Backlogged events are continuing to process. Next update top of the hour.

Root cause has been identified and mitigation steps applied. Backlogged events will need to complete processing to clear latency. Next update bottom of next hour.

Customers may be experiencing latency with analytics reporting. Teams are reviewing mitigation steps at this time. Next update 30 minutes or as new status becomes available.

This incident has been resolved.

Mitigation steps have been applied. Backlogged events are completing processing at this time.

Customers in the APAC (Osaka) region may be experiencing delays with analytics and reporting. Teams are investigating at this time to determine next steps. Next update top of the hour or as information becomes available.

All heath checks returned to normal at approximately 4pm ET.

Latency has improved significantly. There may be some lag as events complete progression through downstream services. Monitoring for stability.

Backlogged events are continuing to process. No ETA at this time. Next update 4pm ET or as information becomes available.

Root cause identified and mitigation steps have been taken. Backlogged events will need to process for latent conditions to improve. No ETA at this time. Next update 3pm ET or as information becomes available.

Customers may be experiencing delay with conversation detail records at this time. Teams are taking mitigation steps. Next update top of the hour.

Analytics and Reporting service experienced latent conditions for approximately 50 minutes. At 01:24 UTC, the all clear was provided.

All errors have returned to normal. Users may need to re-associate their stations if they don't automatically associate when they go on queue.

Mitigation steps were successful and testing has confirmed users are able to associate to stations. We are monitoring for stability.

The service team has identified possible root cause and mitigation steps are in progress. Next update in 30 minutes or sooner as information becomes available.

We are currently investigating an issue in the FedRAMP region that is impacting agent/station association in the FedRAMP Region. This issue is causing agents to not be assigned calls. Callbacks would also fail.

This incident has been resolved.

Root cause has been identified and mitigation steps have been taken to restore. Next update 23:30 Eastern.

Teams are investigating an issue that is impacting users ability to sign in to Genesys Cloud. Issue is intermittent and upon retry, users may be able to authenticate. Users who are already logged in should be able to remain logged in. Next update 23:30 Eastern or sooner as information becomes available.

All backlogged events have completed processing and the latent conditions have been resolved.

Latency has decreased significantly, we are monitoring for stability.

Backlogged events are continuing to process, the next update 1 am ET or as information becomes available.

Backlogged events are continuing to process, the next update 11 pm ET or as information becomes available.

Additional mitigation steps have been implemented. While we continue to see recovery, the processing of backlogged events is taking longer than expected. The service team will make additional modifications to the service after hours in the region to prevent a recurrence. Customers will continue to see analytics delays until the backlog is processed and preventive actions have been implemented. Next update 9 pm ET or as information becomes available.

Event processing continues and is expected to take several hours to complete. Next update 7pm ET or as information becomes available.

An issue has been identified that is impacting Analytics Performance Views in the US West region. Mitigation steps have been implemented and we are beginning to see improvement. While teams continue to work to speed recovery, customers will continue to see delayed results until the backlog of events has been processed. Next update 17:00 Eastern or sooner as information becomes available.

Teams identified an issue with high CPU usage in the Analytics cluster that impacted performance views in the FedRAMP region. Mitigation steps were implemented. Customers experienced delay in performance views until the backlogged events processed at approximately 8:20 pm ET. Root Cause Analysis was attached to product support cases for this incident.

Analytics and reporting delays were observed in the Americas (US West) region due to an unhealthy instance. The instance was terminated and replaced with a new instance to mitigate. Post mitigation, event backlog had to complete processing until final resolution at approximately 8:10 pm ET. A Root Cause Analysis was attached to product support cases for this incident.

Delay with the Analytics and Reporting service was observed and mitigation steps taken accordingly. Post mitigation, there was a significant volume of events in backlog that needed to complete processing taking several hours to complete. Root Cause Analysis for the incident was attached to product support cases for this incident.

Some customers reported "stuck" interactions after the incident earlier today. To clear the interactions, please follow the instructions on https://help.mypurecloud.com/articles/disconnect-interactions/ Any remaining interactions that need to be cleared after following the provided steps please contact Product Support for assistance in removal.

This incident has been resolved. Root cause was due to an errant application of additional security control policies that led to a temporary failure of API calls across the platform. The change was applied at 14:26 UTC and reverted at 14:29 UTC. By 14:34 UTC, the reverted change was fully propagated. Services scaled to handle the increased throughput during recovery. All health checks were confirmed passing by 15:40 UTC.

All health checks are now passing and throughput has returned to normal. Errors with station association in Americas (US East) have cleared and throughput is decreasing. Dialer tests are now passing in Americas (US East). Monitoring all services to ensure continued stability. Next update 15 minutes.

Regions are passing health checks. Americas (US East) is still seeing errors with phone service (affecting new station association) and errors with dialer campaigns and call back services. Next update 15 minutes.

Services have largely recovered. Teams are monitoring health checks and determining if any additional actions need to be taken to speed resolution. Next update 15 minutes.

Increased maintenance mode errors have been identified globally. Root cause has been identified and mitigation steps applied. Affected services are in recovery. Next update top of the hour.

Realtime latency resolved and backlogged events have processed successfully. During the incident some indices were damaged impacting a small set of dates. This will take approximately two hours to restore. As a work around, if data appears to be missing, customers should use the /conversations/details/jobs endpoint instead of the /conversations/details/query endpoint.

Mitigation steps have resolved the issue and backlogged events are being processed successfully. We expect the backlog to be clear and service returned to normal within the next 30 minutes.

Teams have identified an issue impacting real time data from Analytics. Customers may see slow downs on aggregate metrics, detail records, observation metrics and notifications. Mitigation steps have been implemented but due to backlog recovery is expected to take at least sixty minutes. Next update in an hour.

At approximately 8:30am local time, users in the EMEA (Frankfurt) region reported issues with maintenance modes, presence status, and dashboards. The root cause of the issue was due to corrupted data in a cache during a recent deploy and rollback of a core service. The corrupted data in the cache was unable to be resolved after failed attempts to clear and/or bypass. After emergency steps were taken, the team was able to clear the database and health checks returned to normal at approximately 2:30pm local time (Frankfurt). A comprehensive root cause analysis will be available in the upcoming days and attached to cases for users that reported issues.

This incident has been resolved.

Analytics and reporting delays have continued in region (refer to previous incident). Additional mitigation steps have been applied. Backlogged events will need to complete processing. Once completed, latency will resolve. Next update 1 hour or as new information becomes available.

The incident has been resolved.

Improvement observed; monitoring until all clear.

We are investigating reports of real time analytics delays in the APAC (Tokyo) region. Mitigation steps have been applied. Next update bottom of the hour.

Recent validation improvements on the platform exposed a defect with payload attributes. A rollback was performed to mitigate the issue.

Monitoring for stability.

Mitigation in progress.

Teams are monitoring traffic at this time, issue is intermittent and confirmed to not be widespread. Mitigation steps are being identified, next update top of the hour.

Issue is isolated to a configuration issue. Some customers in the region may see some intermittent call issues as a result.

We are investigating an outbound call service intermittent error.

Mitigation steps have been implemented and issue is now resolved.

Teams have identified root cause and are beginning mitigation steps. Next update 06:30 Eastern.

Teams are continuing to investigate the root cause, next update at the top of the hour.

Teams are investigating Admin ability to set toggle to allow agent to auto answer calls.

Deploy has finished.

Teams will deploy the fix at 8 pm ET. Next update 8:30 pm ET.

Impacted customers should first try Global Media Fabric as a workaround. A secondary work around is being published to case notes at this time. Teams have identified mitigation steps and will code, test, and deploy. Next update 7pm ET or as information becomes available.

Teams have identified a fix action to mitigate, however the fix will need to go through testing before deploy. Work around for current users affected is being finalized and instructions will be posted to cases. Next update top of the hour.

Teams have identified potential mitigation steps and are determining which will lead to fastest recovery. Next update bottom of the hour.

Some users have reported intermittent inbound and outbound call failures in the Americas (Canada) region. Teams have been engaged for investigation and next steps. Next update 4:15pm ET.

All backlogged events have been processed and service is operating as expected.

The service should have all backlogged events processed within the next hour. Next update 18:30 or sooner as information becomes available.

The service team has updated a dynamic property to help speed processing of http events in the backlog. This change caused lag to briefly increase but should improve overall event processing. Latency continues to decrease at this time. Next update 17:30 Eastern

Latency continues on a downward trend. If backlog continues to process at current rate, expect all clear within the next two hours. Next update 16:30 Eastern or sooner as information is available.

Teams have implemented additional mitigation steps and we have begun to see improvement. Customers may continue to see delays until backlogged events have cleared. Changes to prevent recurrence have been identified and will need to undergo QA. If successful, the improvements will be deployed after hours tonight. Next update in one hour.

Service teams are continuing to investigate root cause of the elevated errors on analytics consumer. There will be continued delayed conversation events until root cause is identified and backlogged events are processed. Next update 30 minutes or as new information becomes available.

Teams are continuing to investigate. Previously implemented mitigation steps slowed growth of the analytics consumer lag but did not prevent further event accumulation. Additional development resources have been added to assist in isolation of root cause. Next update in 30 minutes or sooner as information becomes available.

Teams are investigating an issue impacting Realtime Analytics. Customers may see delays in conversation detail records. Teams have taken mitigation steps to slow the analytics consumer delay but users may see delayed events until backlog is processed. Next update in thirty minutes or sooner as information becomes available.

This incident has been resolved.

Error rates have dropped significantly. Monitoring for stability.

Impact is limited to US West only. Errors observed in US East were from orgs using Global Media Fabric with cross region requests. We are seeing improvement after implementing mitigation steps. Next update top of the hour.

Errors affecting transcription services have been identified in the US West and US East regions. Users may be experiencing slow responses or failures. The teams are investigating at this time. Next update top of the hour.

This incident has been resolved.

Backlogged events have decreased significantly and customers should see improvement. Backlog will be completely clear in the next 20 minutes.

A fix has been implemented and we are monitoring the results.

Mitigation steps have been implemented and we are seeing recovery. Development team will monitor for stability. Customers should begin to see improvement in the next 15 minutes as the service processes the backlogged events.

Teams have identified an issue that is causing delays in some real time data. This issue is causing missing interactions in the interactions view and delayed agent status changes. Teams are working to implement mitigation steps. Next update 10:15 Eastern.

Users in the EMEA (Dublin) region who attempted to upload new contact lists over the last 3 hours may have experienced delays and completion errors. The issue has been resolved. Any affected users will need to retry the upload.

The Genesys Cloud Platform experienced conversation failures in the EMEA (Frankfurt) region with impact beginning at 08:27 am UTC and recovery starting at 08:33 UTC. All health checks were passing by 08:40 am UTC.

This incident has been resolved.

We are continuing to monitor for any further issues.

Mitigation steps have been successfully implemented. Teams are monitoring for stability.

DevOps and architecture teams have been engaged to assist in the implementation of mitigation steps. Next update 20:30 or sooner as information becomes available.

Mitigation steps are still in progress. Next update 19:45 Eastern.

Teams have identified root cause and are in process of implementing steps to resolve. Next update 19:15 Eastern.

Teams are investigating an issue in the Agent UI where the scrollbar is not working during wrap up. This could result in agents being unable to select/handle the interaction properly. Next update 18:45.

This incident has been resolved.

Teams have applied additional mitigation steps and tests are completing using DTMF.

Teams are continuing to investigate the issue impacting DTMF. After the implementation of some mitigation steps, DTMF codes are still not being recognized. Additional development teams have been engaged to assist.

Teams are investigating an issue impacting calls where users are required to enter DTMF codes. DTMF codes are not being recognized and calls are disconnecting since no codes are received.

Issue with third party provider has been resolved. Service restored for TFN's that were impacted.

Root cause has been identified and mitigation steps are in progress by our 3rd party provider. Some of the impacted numbers have been restored as 3rd party works to resolve. Next update top of the hour

Teams are investigating an issue with TFN for a subset of numbers using Genesys Cloud Voice services. This issue is impacting inbound calls only. Next update 14:30 or sooner as information becomes available.

This incident has been resolved.

Mitigation steps have been implemented and error rates have returned to normal. Monitoring service for stability.

Service teams are investigating an issue with flows using Amazon Polly TTS. Flows may experience a validation error "Text to speech engine 'Amazon Polly' could not be found.". Mitigation steps are in progress. Next update 11:45AM Eastern or sooner as information becomes available.