Genesys Cloud System Status

Normal Operations
Degraded Operations
Partial Outage
Outage
Under Maintenance
Analytics Views Showing Agents Not Responding
Incident Report for Genesys Cloud
Resolved
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.
Posted Jan 10, 2025 - 11:18 EST
This incident affected: Reporting (Americas (Sao Paulo), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Seoul), EMEA (Dublin), EMEA (London)).
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Genesys Cloud Platform Availability*

Americas
(Sao Paulo)		 Americas
(US East)		 Americas
(US West)		 Americas
(Canada)		 FedRAMP
 		 Asia Pacific
(Mumbai)		 Asia Pacific
(Sydney)		 Asia Pacific
(Tokyo)		 Asia Pacific
(Seoul)		 Asia Pacific
(Osaka)		 EMEA
(Dublin)		 EMEA
(Frankfurt)		 EMEA
(London)		 EMEA
(Zurich)		 EMEA
(UAE)
December 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
November 100% 99.89% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
October 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
September 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
August 99.97% 99.98% 99.97% 99.98% 99.98% 99.99% 99.99% 99.99% 99.99% 99.99% 99.98% 99.98% 99.98% 99.97% 99.99%
July 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
June 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
May 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
April 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
March 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
February 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 99.97% 100% 100% 100%
January 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
December 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
November 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
October 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
September 100% 100% 99.81% 100% 100% 100% 100% 100% 100% - 100% 99.99% 100% - -
August 99.99% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
July 100% 100% 99.92% 100% 100% 100% 100% 100% 100% - 100% 100% 99.63% - -
June 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
May 100% 100% 100% 100% 100% 100% 99.37% 100% 100% - 100% 100% 100% - -
April 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
March 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -
February 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 99.34% 100% - -
January 100% 100% 100% 100% 100% 100% 100% 100% 100% - 100% 100% 100% - -

* Platform availability may not reflect customer availability