Is Genesys Cloud Down?

Mitigation steps have been successfully implemented and events are processing normally. Incident is resolved. --- [2026-10-12T00:30:00.400-04:00] (identified) We have identified an issue impacting AI summaries in the Sydney region. AI summaries may be slow to generate. Mitigation steps are being implemented. Next update 01:00 Eastern or sooner as information becomes available.

Between 18:25 and 18:59 Eastern, Genesys Cloud experienced elevated errors in the US East region. During this time, some customers may have experienced issues with bot flows, accepting interactions, Web RTC calls, and analytics functionality. Genesys Cloud engineering teams are conducting a comprehensive post-incident review to identify the root cause and implement preventative measures to avoid future occurrences. A formal RCA will be provided to those customers that experienced impact during the event. Update: Genesys Cloud partnered with the platform provider to confirm root cause and resolution. At this time the incident has been resolved and is not expected to recur.

Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved --- [2026-09-17T00:36:21.283-04:00] (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. --- [2026-09-16T23:39:33.993-04:00] (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. --- [2026-09-16T22:28:47.318-04:00] (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. --- [2026-09-16T21:33:43.874-04:00] (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.

Genesys Cloud will perform scheduled database maintenance in the regions and on the dates listed below. During the maintenance windows the following functionality will be unavailable or degraded: - Campaigns - Importing and exporting records for any Do Not Call (DNC) list The work in each region is expected to take up to approximately 25 minutes within the window. No action is required from customers. We recommend avoiding DNC list imports and exports during this time and scheduling campaign activity outside these windows. Any import or export that fails during the maintenance can be retried once it completes. Schedule (maintenance window: [2AM-4AM), in each region’s local time) Wednesday, November 18, 2026 Americas (Mexico) APAC (Singapore) EMEA (London) Thursday, November 19, 2026 Americas (Canada, São Paulo, FedRAMP) APAC (Mumbai, Osaka, Seoul) EMEA (Dublin, Zurich, EUSC) Friday, November 20, 2026 Americas (US-East, US-West) APAC (Sydney, Tokyo) EMEA (Frankfurt)