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.
Posted Sep 26, 2025 - 16:36 EDT
Monitoring
Backlog has cleared; monitoring for stability.
Posted Sep 26, 2025 - 16:11 EDT
Update
Additional mitigation steps completed; recovery in progress as backlog processing completes. Next update bottom of the hour.
Posted Sep 26, 2025 - 16:01 EDT
Update
Error counts are decreasing; additional mitigation steps are in progress to speed recovery. Next update top of the hour.
Posted Sep 26, 2025 - 15:27 EDT
Identified
Teams are investigating latent conditions with assignment functions at this time. Next update bottom of the hour.
Posted Sep 26, 2025 - 15:06 EDT
This incident affected: ACD Routing (Americas (US West)).