Genesys Cloud incident
Elevated Error Rates: Americas (US East) and Americas (US West)
Resolved after 2 hours 39 minutes, affecting Americas (US East) and Americas (US West), on July 3, 2025.
Platform provider advised services should be in recovery. Health checks have returned to normal. Monitoring for stability.
Affected components
Update timeline
- identified Jul 03, 2025, 08:50 PM UTC
Some customers may be experiencing elevated error rates for Lex v2 flows. The Genesys team is working with the platform provider at this time. Next update 5:30pm ET or as information becomes available.
- identified Jul 03, 2025, 09:18 PM UTC
Teams are continuing troubleshooting efforts with the platform provider to determine root cause and next steps. Next update 6:15pm ET or as information becomes available.
- identified Jul 03, 2025, 10:18 PM UTC
The platform provider is continuing to troubleshoot the issue for root cause and mitigation. Next update 1 hour or as information becomes available.
- identified Jul 03, 2025, 11:13 PM UTC
Error rates are decreasing. Pending update from the platform provider. Next update 8:15pm ET or as information becomes available.
- monitoring Jul 03, 2025, 11:28 PM UTC
Platform provider advised services should be in recovery. Health checks have returned to normal. Monitoring for stability.
- resolved Jul 03, 2025, 11:29 PM UTC
This incident has been resolved.
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