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| Start Time (UTC) | Incident Deep Link | Impact | Duration | Description |
|---|---|---|---|---|
| 2024-12-09 08:03 | Analytics and Reporting: Americas (US East): Reporting Delays | minor | 17 mins | This incident has been resolved.This incident has been resolved. |
| 2024-12-05 10:06 | Elevated Error Rates - America's (US-East) | minor | 18 mins | This issue has been resolved. Should customers still experience issues please re-save the BYOC trunk.This issue has been resolved. Should customers still experience issues please re-save the BYOC trunk. |
| 2024-11-20 08:17 | Elevated Error Rates US-East | critical | 1 hr, 12 mins | Between 08:00 and 08:47 ET Americas (US East) region experienced elevated error rates. Teams took mitigation step...read more |
| 2024-11-06 23:56 | Elevated Error Rates APAC (Seoul) | minor | 58 mins | This incident has been resolved.This incident has been resolved. |
| 2024-10-28 17:51 | Analytics Delays: Americas (US West) | minor | 35 mins | This incident has been resolved.This incident has been resolved. |
| 2024-10-28 05:41 | Analytics and Reporting: EMEA (Frankfurt) | minor | 5 hrs, 55 mins | This incident has been resolved.This incident has been resolved. |
| 2024-10-24 02:24 | Analytics and Reporting Delays: APAC (Osaka) | minor | 27 mins | This incident has been resolved.This incident has been resolved. |
| 2024-10-22 13:10 | Analytics and Reporting Delays: Americas (US East) | minor | 3 hrs, 19 mins | All heath checks returned to normal at approximately 4pm ET.All heath checks returned to normal at approximately 4pm ET. |
| 2024-10-11 17:47 | Elevated Error Rates - US FedRAMP Region | critical | 32 mins | All errors have returned to normal. Users may need to re-associate their stations if they don't automatically ass...read more |
| 2024-10-09 20:34 | Analytics and Reporting: Asia Pacific (Tokyo) | minor | 0 second | Analytics and Reporting service experienced latent conditions for approximately 50 minutes. At 01:24 UTC, the al...read more |
| 2024-09-17 22:47 | Elevated Error Rates - APAC (Tokyo) | minor | 19 mins | This incident has been resolved.This incident has been resolved. |
| 2024-09-07 07:32 | [Scheduled] CIDR Expansion and Requirements Notification: (FedRAMP) | maintenance | 0 second | All CIDR cutover operations have been completed.All CIDR cutover operations have been completed. |
| 2024-08-20 11:53 | 0003554626 - Western Union - High Edge CPU during test | none | 19 mins | There was a TTEC configuration issue that lead to an error loop causing a spike in resources. TTEC adjusted the c...read more |
| 2024-08-12 15:56 | Analytics Delays: Americas (US West) | minor | 7 hrs, 26 mins | All backlogged events have completed processing and the latent conditions have been resolved.All backlogged events have completed processing and the latent conditions have been resolved. |
| 2024-08-05 15:25 | Post Incident Stuck Interactions | none | 0 second | Some customers reported "stuck" interactions after the incident earlier today. To clear the interactions, please...read more |
| 2024-08-05 10:48 | Maintenance Mode Spikes (Global) | major | 1 hr, 7 mins | This incident has been resolved. Root cause was due to an errant application of additional security control poli...read more |
| 2024-07-23 15:00 | Analytics and Reporting: Americas (US West) | minor | 0 second | Delay with the Analytics and Reporting service was observed and mitigation steps taken accordingly. Post mitigat...read more |
| 2024-07-22 21:01 | Analytics and Reporting Delays: Americas (US West) | minor | 2 hrs, 59 mins | This incident has been resolved.This incident has been resolved. |
| 2024-07-22 18:22 | Analytics and Reporting Delays: Americas (US West) | minor | 1 hr, 48 mins | Backlog has completed processing. Resolving incident.Backlog has completed processing. Resolving incident. |
| 2024-07-22 18:22 | Analytics and Reporting: Americas (US West) | minor | 0 second | Analytics and reporting delays were observed in the Americas (US West) region due to an unhealthy instance. The ...read more |
| 2024-07-22 16:22 | Analytics and Reporting: Americas (FedRAMP) | minor | 0 second | Teams identified an issue with high CPU usage in the Analytics cluster that impacted performance views in the Fed...read more |
| 2024-07-22 16:22 | Analytics Delays - FedRAMP Region | minor | 3 hrs, 57 mins | Backlogged events have completed processing. Resolving incident.Backlogged events have completed processing. Resolving incident. |
| 2024-07-05 07:53 | Realtime Analytics Delays EMEA (Frankfurt) | minor | 1 hr, 27 mins | Realtime latency resolved and backlogged events have processed successfully. During the incident some indices wer...read more |
| 2024-06-28 04:59 | Elevated Error Rates: EMEA (Frankfurt) | minor | 0 second | Due to the long duration and nature of the corrupt data, we are going to monitor for an extended time to ensure a...read more |
| 2024-06-28 02:30 | Elevated Error Rates: EMEA (Frankfurt) | major | 0 second | At approximately 8:30am local time, users in the EMEA (Frankfurt) region reported issues with maintenance modes, ...read more |
| 2024-06-19 03:32 | Real Time Analytics Delays: APAC (Tokyo) | minor | 37 mins | This incident has been resolved.This incident has been resolved. |
| 2024-06-19 02:08 | Real Time Analytics Delays: APAC (Tokyo) | minor | 17 mins | The incident has been resolved.The incident has been resolved. |
| 2024-06-17 06:38 | Degraded Call Service | minor | 1 hr, 56 mins | Recent validation improvements on the platform exposed a defect with payload attributes. A rollback was performe...read more |
| 2024-06-07 05:17 | Elevated Error Rates (Global) | minor | 44 mins | Mitigation steps have been implemented and issue is now resolved.Mitigation steps have been implemented and issue is now resolved. |
| 2024-05-22 15:56 | Intermittent Call Failures: Americas (Canada) | minor | 4 hrs, 35 mins | Deploy has finished.Deploy has finished. |
| 2024-05-06 12:43 | Analytics Delays - Americas (US-West) | minor | 5 hrs | All backlogged events have been processed and service is operating as expected.All backlogged events have been processed and service is operating as expected. |
| 2024-04-29 16:26 | Transcription Services: Americas (US West, US East) | minor | 33 mins | This incident has been resolved.This incident has been resolved. |
| 2024-04-19 09:46 | Elevated Error Rates EMEA (London) | minor | 49 mins | This incident has been resolved.This incident has been resolved. |
| 2024-03-25 09:05 | Contact List Upload Delays: EMEA (Dublin) | minor | 0 second | Users in the EMEA (Dublin) region who attempted to upload new contact lists over the last 3 hours may have experi...read more |
| 2024-02-28 03:33 | Genesys Cloud Conversation Failures EMEA (Frankfurt) | none | 0 second | The Genesys Cloud Platform experienced conversation failures in the EMEA (Frankfurt) region with impact beginning...read more |
| 2024-02-04 18:33 | Elevated Error Rates Impacting Agent-UI | minor | 1 hr, 40 mins | This incident has been resolved.This incident has been resolved. |
| 2024-01-13 08:43 | DTMF Codes Are Not Being Recognized | minor | 1 hr, 16 mins | This incident has been resolved.This incident has been resolved. |
| 2023-12-16 03:02 | [Scheduled] Genesys Cloud Maintenance - America's (US-East) | maintenance | 1 hr, 58 mins | The scheduled maintenance has been completed.The scheduled maintenance has been completed. |
| 2023-12-16 03:02 | [Scheduled] Genesys Cloud Maintenance - America's (US-West) | maintenance | 1 hr, 58 mins | The scheduled maintenance has been completed.The scheduled maintenance has been completed. |
| 2023-12-16 02:00 | [Scheduled] Genesys Cloud Maintenance - FedRAMP | maintenance | 2 hrs | The scheduled maintenance has been completed.The scheduled maintenance has been completed. |
| 2023-12-15 12:00 | [Scheduled] Genesys Cloud Maintenance - Asia Pacific (Tokyo) | maintenance | 2 hrs | The scheduled maintenance has been completed.The scheduled maintenance has been completed. |
| 2023-12-14 20:00 | [Scheduled] Genesys Cloud Maintenance - EMEA (Frankfurt) | maintenance | 2 hrs | The scheduled maintenance has been completed.The scheduled maintenance has been completed. |
| 2023-12-05 14:06 | Elevated Error Rates America's US-East/US-West Regions | major | 43 mins | Issue with third party provider has been resolved. Service restored for TFN's that were impacted.Issue with third party provider has been resolved. Service restored for TFN's that were impacted. |
| 2023-11-16 11:20 | Elevated Error Rates - America's (US-East) | major | 26 mins | This incident has been resolved.This incident has been resolved. |
| 2023-11-16 07:34 | Elevated Error Rates - Messaging (US-East and Canada) | major | 5 mins | The incident affecting outbound messaging to Facebook messenger API's has been resolved. Incident root cause was...read more |
| 2023-11-01 05:15 | Analytics and Reporting: Americas (US West) | none | 0 second | Nov 1, 01:15 EDTResolved - This incident has been resolved.Nov 1, 01:13 EDTMonitoring - Processing has been com...read more |
| 2023-10-19 09:52 | Analytics Interactions Stuck in Waiting | minor | 34 mins | Mitigation steps have been successfully implemented and service is back to operating as expected.Mitigation steps have been successfully implemented and service is back to operating as expected. |
| 2023-10-11 13:15 | Elevated Error Rates - America's (US-West) | major | 2 hrs, 19 mins | This incident has been resolved.This incident has been resolved. |
| 2023-10-02 05:57 | Elevated Error Rates (Global) | minor | 1 hr, 31 mins | Issue has been resolved. Any conversations with mismatched data will be backfilled after hours.Issue has been resolved. Any conversations with mismatched data will be backfilled after hours. |
| 2023-09-18 20:16 | Elevated Error Rates: Americas (US West) | major | 3 hrs, 36 mins | All service health checks have returned to normal. Resolving incident.All service health checks have returned to normal. Resolving incident. |