Resolved after 1 hour 30 minutes, affecting Americas (US West), on September 26, 2025.
Genesys Cloud customers experienced service delays affecting conversation routing in the US West region. During the incident, users may have experienced extended queue times and delayed agent assignments. The development team identified root cause as a database performance issue. After initial mitigation steps were taken, improvement was observed. Final mitigation steps were implemented at 4:02 PM. Queue times returned to expected levels once backlogged events completed processing.
Affected components
Update timeline
- identified Sep 26, 2025, 07:06 PM UTC
Teams are investigating latent conditions with assignment functions at this time. Next update bottom of the hour.
- identified Sep 26, 2025, 07:27 PM UTC
Error counts are decreasing; additional mitigation steps are in progress to speed recovery. Next update top of the hour.
- identified Sep 26, 2025, 08:01 PM UTC
Additional mitigation steps completed; recovery in progress as backlog processing completes. Next update bottom of the hour.
- monitoring Sep 26, 2025, 08:11 PM UTC
Backlog has cleared; monitoring for stability.
- resolved Sep 26, 2025, 08:36 PM UTC
Genesys Cloud customers experienced service delays affecting conversation routing in the US West region. During the incident, users may have experienced extended queue times and delayed agent assignments. The development team identified root cause as a database performance issue. After initial mitigation steps were taken, improvement was observed. Final mitigation steps were implemented at 4:02 PM. Queue times returned to expected levels once backlogged events completed processing.
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