Critical incident

Genesys Cloud: Elevated Error Rates - Americas (US-East)

Affected: Americas (US East)

Current status of Genesys Cloud: Partial outage — live Genesys Cloud status

Timeline

1. May 8, 2026, 01:25 UTC
   investigating
   We are investigating an issue in the US East region that is impacting customers ability to route interactions. This is impacting all interactions.
2. May 8, 2026, 02:04 UTC
   identified
   Root cause has been identified and Genesys engineering teams are working with the platform provider to mitigate current impact. Next update bottom of the hour or as information becomes available.
3. May 8, 2026, 02:20 UTC
   identified
   Teams have taken mitigation steps and are monitoring performance to see if there is improvement. Next update 10:45pm ET.
4. May 8, 2026, 02:37 UTC
   monitoring
   Error rates have decreased and health checks have returned to normal. Monitoring for stability while the platform provider completes remaining mitigation steps.
5. May 8, 2026, 04:14 UTC
   resolved
   All services are operational and traffic is routing successfully via a temporary workaround while the platform provider completes restoration. We will be performing a brief maintenance lasting approximately 30 minutes to restore original configurations.

Updates as published by Genesys Cloud (original).