[{"_id":"project-settings","settings":{"translateMetaTags":true,"translateAriaLabels":true,"translateTitle":true,"showWidget":true,"isFeedbackEnabled":false,"fv":1,"customWidget":{"theme":"custom","font":"rgb(255,255,255)","header":"rgb(30,106,160)","background":"rgba(15,70,93,1)","position":"right","positionVertical":"bottom","border":"rgb(85,169,198)","borderRequired":false,"widgetCompact":true,"isWidgetPositionRelative":false},"widgetLanguages":[],"activeLanguages":{"ja":"日本語","es":"Español","pt-BR":"Português (Brasil)","en":"English"},"enabledLanguages":["en","es","ja","pt-BR"],"debugInfo":false,"displayBranding":false,"displayBrandingName":true,"localizeImages":false,"localizeUrls":false,"localizeImagesLimit":false,"localizeUrlsLimit":false,"localizeAudio":false,"localizeAudioLimit":false,"localizeDates":false,"disabledPages":[],"regexPhrases":[],"allowComplexCssSelectors":false,"blockedClasses":false,"blockedIds":false,"phraseDetection":true,"customDomainSettings":[],"seoSetting":[],"translateSource":false,"overage":false,"detectPhraseFromAllLanguage":false,"googleAnalytics":false,"mixpanel":false,"heap":false,"sdkAnalytics":true,"disableDateLocalization":false,"ignoreCurrencyInTranslation":false,"blockedComplexSelectors":[]},"version":8162},{"_id":"en","source":"en","pluralFn":"return n != 1 ? 1 : 0;","pluralForm":2,"dictionary":{},"version":8162},{"_id":"outdated","outdated":{"#This incident affected: Platform (Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London)).":1,"#This incident affected: Chat (Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), FedRAMP, EMEA (Zurich), EMEA (UAE), Asia Pacific (Osaka)).":1,"#Some users reported seeing the following message when attempting to place a call (after validating Edges and trunks operational):":1,"#Genesys Cloud customers using SMS may experience issues with outbound messages not sending. Genesys team is actively monitoring reports from third party provider affecting their Rest API. Next update 6:00 PM EST.":1,"#Investigation continues. Next update 1 hour or as information becomes available.":1,"#This incident affected: Platform (Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul)).":1,"#Issue has been isolated, teams are reviewing next steps and mitigation. Next update 1 hour or as information becomes available.":1,"#Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 14:00 Eastern or sooner as information becomes available.":1,"#Subscribe to updates for <strong ljsid-1=\"\">Post Incident Stuck Interactions</strong> via email and/or text message. You'll receive email notifications when incidents are updated, and text message notifications whenever Genesys Cloud <strong ljsid-3=\"\">creates</strong> or <strong ljsid-5=\"\">resolves</strong> an incident.":1,"#We are seeing recovery and monitoring remaining system errors and service restores.":1,"#The vendor has isolated root cause and implemented mitigation steps to resolve. Customers should begin to see improvement.":1,"#Teams are engaged with the vendor to isolate a third-party incident impacting inbound and outbound messaging on Facebook and WhatsApp. Customers may see errors such as “Message not allowed - account has been locked.\" Customers may need to contact Meta as Genesys does not manage customer accounts. Next update 11:00 Eastern or sooner as information becomes available.":1,"#Root cause has been identified and a fix is being implemented":1,"#Teams are investigating an issue impacting Realtime Analytics delays. Users may experience issues with missing or delayed data.":1,"#Incident resolved.":1,"#The vendor has resolved the issue.":1,"#A mitigation plan has been implemented and is currently undergoing testing to verify its effectiveness in resolving the performance issues. Next update 14:45 PM Eastern or sooner as information becomes available.":1,"#Interactions that were affected by this issue are not able to load from the Performance->Workspace Interactions List. Users will see a UI error. Only specific interactions are impacted and teams are still working to determine exact scenario that causes the error. We are testing to determine that the previous mitigation steps have resolved issues with new interactions. Calls do not appear to be impacted at this time, only a mismatch in analytics data on interactions.":1,"#We are investigating an issue where items on the interactions list page are failing to load. Mitigation steps have been implemented and we are monitoring for improvement. Next update 06:30 or sooner as information becomes available.":1,"#Investigation remains ongoing across multiple teams. While testing continues, no new mitigation steps have been identified at this time. Next update 15:45 Eastern or sooner as information becomes available":1,"#Mitigation steps have been successfully implemented. Teams are monitoring for stability.":1,"#Root cause has been identified and mitigation steps have been implemented.":1,"#Issue has been escalated with the vendor. Vendor continues to investigate with the help of Genesys Cloud engineers. Next update 12:00 Eastern or sooner as information becomes available.":1,"#DevOps and architecture teams have been engaged to assist in the implementation of mitigation steps. Next update 20:30 or sooner as information becomes available.":1,"#Some customers may have experienced errors when processing conversation events resulting in stuck interactions. Mitigation steps have been applied. Impact times may slightly vary but users could have observed errors from approximately 18:43-19:14 UTC. The issue has been resolved.":1,"#Despite initial mitigation attempts showing minimal improvement, symptoms temporarily resolve upon client refresh but return with continued use. Multiple service teams are now collaborating to identify and address the root cause. Next update 15:15 PM or sooner as information becomes available.":1,"#Teams have identified root cause and are in process of implementing steps to resolve. Next update 19:15 Eastern.":1,"#Mitigation steps are still in progress. Next update 19:45 Eastern.":1,"#The only interactions affected were organizations using the do not disturb parameter. Any conversations with mismatched data will be backfilled after hours.":1,"#Teams are investigating an issue in the Agent UI where the scrollbar is not working during wrap up. This could result in agents being unable to select/handle the interaction properly. Next update 18:45.":1,"#Realtime Analytics - Realtime Data Delays":1,"#SMS Messaging Delays - Global":1,"#We are seeing improvement. Mitigation steps have resolved issues with any new interactions. Conversations initiated prior to mitigation steps will still see issues with mismatched analytics data and would not load properly in the UI. Any conversations with mismatched data will be backfilled after hours":1,"#A fix has been implemented and we are monitoring the results.":1,"#Root cause has been identified and mitigation steps have been taken to restore. Next update 23:30 Eastern.":1,"#Teams are investigating elevated error rates in the APAC regions (Tokyo and Sydney). Customers may experience issues where agents are unable to accept interactions as they have been removed from queues.":1,"#We are investigating an issue with degraded performance in both the web and desktop applications. Next update 14:30 or sooner as information becomes available.":1,"#Additional mitigation steps have been implemented and testing is in progress. Customers who would like to test should refresh any open clients and attempt to use the application again.":1,"#Teams have identified root cause and are beginning mitigation steps. Next update 06:30 Eastern.":1,"#Teams are continuing to investigate the root cause, next update at the top of the hour.":1,"#\"No primary or secondary Edges are assigned. Only in-service Edges associated with the Site will be assigned. Verify the 'Sites with Edges' configuration for the Phone's site.\"":1,"#Teams are investigating an issue that is impacting users ability to sign in to Genesys Cloud. Issue is intermittent and upon retry, users may be able to authenticate. Users who are already logged in should be able to remain logged in. Next update 23:30 Eastern or sooner as information becomes available.":1,"#While the issue appears to have affected only a small number of orgs, fix actions have been implemented to reduce further impact. If users should receive this message, the mitigation step is to change the site associated to the phones from \"use this site\" to \"uses these sites\" selecting the site. If additional assistance is needed, please contact product support.":1,"#Reminder: Upcoming CIDR IP Address Range for Cloud Media Services Change March 24, 2021":1,"#Customers in the APAC (Toyko) region may be experiencing delays with analytics and reporting. Teams are investigating at this time to determine next steps. Next update top of the hour or as information becomes available.":1,"#Agent Performance Views: Asia Pacific (Tokyo)":1,"#Teams are investigating Admin ability to set toggle to allow agent to auto answer calls.":1,"#Mitigation steps have been implemented and issue is now resolved.":1,"#Conversation Event Processing Errors: APAC Regions":1,"#This incident has been resolved. Any missing user and conversation detail will populate once processing completes for the analytics and reporting service.":1,"#Elevated Error Rates Impacting Agent-UI":1,"#Genesys Cloud - Degraded Performance":1,"#Issue has been resolved. Any conversations with mismatched data will be backfilled after hours.":1,"#Resolving incident.":1,"#System operations have returned to normal levels. Continuous monitoring remains in place to ensure stability.":1,"#Upcoming CIDR IP Address Range for Cloud Media Services Change: New Dates Announced":1,"#Mitigation steps are still being implemented, however we are seeing improvement across regions. This issue impacted customers who use participant data information and we have confirmed republishing flows will not be necessary once fix is fully in place.":1,"#Teams are investigating an issue with completing after call work (ACW) of digital interactions. The notes history or window may close prematurely when user stops typing. Voice interaction completion is not affected. Next update 1 hour.":1,"#Teams have identified an issue impacting inbound chat and email. Teams are implementing mitigation steps. Once mitigation steps are complete, customers will need to re-publish flows.":1,"#EDT":1,"#This issue has been resolved.":1,"#We are investigating reports of real time analytics delays in the APAC (Tokyo) region. Mitigation steps have been applied. Next update bottom of the hour.":1,"#Improvement observed; monitoring until all clear.":1,"#Wrap Up Completion( Non-Voice): Global":1,"#Fix has been implemented and there is no need to re-publish flows.":1,"#Teams are continuing to investigate root cause for latency in the UI. Next update 08:30 AM Eastern":1,"#Service teams are continuing to actively investigate this issue. Next update 09:00 AM Eastern or sooner if information becomes available.":1,"#Elevated Error Rates: Japan Region":1,"#Final mitigation steps are still in progress. Most regions should be seeing improvement. Next update 6AM Eastern":1,"#Teams have identified root cause and are beginning mitigation steps. Next update 5:30AM Eastern.":1,"#Industry Wide SMS/MMS and Voice Impairment: North America":1,"#Elevated Error Rates - (Global)":1,"#Real Time Analytics Delays: APAC (Tokyo)":1,"#Jun <var date=\"\"></var>, <var time=\"\"></var> - Jun <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#We are investigating an issue that is impacting customers ability to answer interactions due to latency in the UI.":1,"#Elevated Error Rates - APAC (Tokyo)":1,"#We are continuing to investigate this issue.":1,"#Teams are investigating an issue that is impacting any division related activity such as the ability to create new users with divisions, search by division, and create objects with divisions. Next update 5AM Eastern or sooner as information becomes available.":1,"#https://help.mypurecloud.com/articles/disconnect-interactions/":1,"#Some customers reported \"stuck\" interactions after the incident earlier today. To clear the interactions, please follow the instructions on":1,"#This incident has been resolved. Root cause was due to an errant application of additional security control policies that led to a temporary failure of API calls across the platform. The change was applied at 14:26 UTC and reverted at 14:29 UTC. By 14:34 UTC, the reverted change was fully propagated. Services scaled to handle the increased throughput during recovery. All health checks were confirmed passing by 15:40 UTC.":1,"#The issue has been resolved.":1,"#Page rendering errors have subsided. Customers who are already logged in should reload their browser or refresh the desktop application to access the updated version. Agents logging in for the first time will be promptly notified of a new client version and should update accordingly.":1,"#Root cause has been identified and mitigation steps have been put in place. Customers should begin to see recovery.":1,"#Elevated Error Rates (Global)":1,"#Any remaining interactions that need to be cleared after following the provided steps please contact Product Support for assistance in removal.":1,"#All health checks are now passing and throughput has returned to normal. Errors with station association in Americas (US East) have cleared and throughput is decreasing. Dialer tests are now passing in Americas (US East). Monitoring all services to ensure continued stability. Next update 15 minutes.":1,"#Monitoring for stability.":1,"#Regions are passing health checks. Americas (US East) is still seeing errors with phone service (affecting new station association) and errors with dialer campaigns and call back services. Next update 15 minutes.":1,"#Elevated Error Rates Impacting Permissions Gating/Permissions Checking Through API":1,"#Services have largely recovered. Teams are monitoring health checks and determining if any additional actions need to be taken to speed resolution. Next update 15 minutes.":1,"#Post Incident Stuck Interactions":1,"#Increased maintenance mode errors have been identified globally. Root cause has been identified and mitigation steps applied. Affected services are in recovery. Next update top of the hour.":1,"#All":1,"#Maintenance Mode Spikes (Global)":1,"#Genesys Cloud Voice - Elevated Error Rates Americas (US East)":1,"#Elevated Error Rates America's (US-East) Impacting External Contacts":1,"#Filter Components":1,"#The incident has been resolved.":1,"#Between 08:04 and 08:28 Eastern, Genesys Cloud customers in the America's (US-East) region may have experienced delays with real time Analytics. Root cause was identified and system has fully recovered at this time.":1,"#Analytics Delays - America's (US East)":1,"#Mitigation steps have taken effect. External Contacts is now operating normally.":1,"#Elevated Error Rates: EMEA (London)":1,"#Interaction Assignment: APAC (Tokyo)":1,"#Some customers may be experiencing delays with queue reporting, interaction details, and performance reports in the US East. Teams are investigating at this time. Next update 07:00 AM Eastern":1,"#Mar <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Root cause has been identified and mitigation steps have been implemented. We are beginning to see improvement as error rates are dropping.":1,"#Some customers may be experiencing delays with queue reporting, interaction details, and performance reports.":1,"#Elevated Error Rates: Americas (US East)":1,"#Apr <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#We will be undergoing scheduled maintenance during this time.":1,"#Messaging Delays - America's (US East)":1,"#Analytics and Reporting Latency: Americas (US East)":1,"#Jun <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#VIA EMAIL:":1,"#Scheduled maintenance is currently in progress. We will provide updates as necessary.":1,"#Oct <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Elevated Error Rates EMEA (Frankfurt)":1,"#Sep <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Powered by Atlassian Statuspage":1,"#Aug <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#(Frankfurt)":1,"#Jul <var date=\"\"></var>, <var year=\"\"></var>":1,"#Completed":1,"#In progress":1,"#Liechtenstein (+423)":1,"#Mauritius (+230)":1,"#Martinique (+596)":1,"#Puerto Rico (+1)":1,"#Portugal (+351)":1,"#San Marino (+378)":1,"#Zimbabwe (+263)":1,"#Bangladesh (+880)":1,"#Botswana (+267)":1,"#Congo, Dem Rep (+243)":1,"#Djibouti (+253)":1,"#Costa Rica (+506)":1,"#Greenland (+299)":1,"#Gibraltar (+350)":1,"#Scheduled":1,"#Status":1,"#May <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Jan <var date=\"\"></var>, <var time=\"\"></var> EST":1,"#Under Maintenance":1,"#(Zurich)":1,"#Resend OTP in: <span ljsid-1=\"\"></span> seconds":1,"#Grenada (+1)":1,"#Anguilla (+1)":1,"#Samoa (+685)":1,"#Yemen (+967)":1,"#Tonga (+676)":1,"#Taiwan (+886)":1,"#Uganda (+256)":1,"#Qatar (+974)":1,"#We'll send you email if your endpoint fails":1,"#The URL we should send the webhooks to":1,"#Kenya (+254)":1,"#Israel (+972)":1,"#Benin (+229)":1,"#Haiti (+509)":1,"#Belarus (+375)":1,"#Nepal (+977)":1,"#Malta (+356)":1,"#Mali (+223)":1,"#China (+86)":1,"#Angola (+244)":1,"#Gambia (+220)":1,"#Monaco (+377)":1,"#Bahrain (+973)":1,"#Lebanon (+961)":1,"#Jordan (+962)":1,"#Belize (+501)":1,"#Ghana (+233)":1,"#Georgia (+995)":1,"#Bahamas (+1)":1,"#Malawi (+265)":1,"#Andorra (+376)":1,"#Fiji (+679)":1,"#Congo (+242)":1,"#Kuwait (+965)":1,"#Maintenance":1,"#Change number":1,"#Didn't receive the OTP? <a ljsid-1=\"\">Resend OTP </a>":1,"#Resend OTP in: <span ljsid-1=\"\">30</span> seconds":1,"#Enter OTP:":1,"#Message and data rates may apply. By subscribing you agree to the Atlassian <a ljsid-1=\"\">Terms of Service</a>, and the Atlassian <a ljsid-3=\"\">Privacy Policy</a>. This site is protected by reCAPTCHA and the Google <a ljsid-5=\"\">Privacy Policy</a> and <a ljsid-7=\"\">Terms of Service</a> apply.":1,"#(Sao Paulo)":1,"#Americas (Sao Paulo)":1,"#Kosovo (+383)":1,"#Email address:":1,"#Country code:":1,"#Webhook URL:":1,"#Phone number:":1,"#Asia Pacific (Mumbai)":1,"#GenesysCloud Soft Phone":1,"#EMEA (Frankfurt)":1,"#EMEA (Dublin)":1,"#EMEA (London)":1,"#Americas (Canada)":1,"#Subscribe via Text Message":1,"#Asia Pacific (Sydney)":1,"#Asia Pacific (Seoul)":1,"#Get email notifications whenever Genesys Cloud <strong ljsid-1=\"\">creates</strong>, <strong ljsid-3=\"\">updates</strong> or <strong ljsid-5=\"\">resolves</strong> an incident.":1,"#Close subscribe form":1,"#Asia Pacific (Tokyo)":1,"#Get text message notifications whenever Genesys Cloud <strong ljsid-1=\"\">creates</strong> or <strong ljsid-3=\"\">resolves</strong> an incident.":1,"#Get webhook notifications whenever Genesys Cloud <strong ljsid-1=\"\">creates</strong> an incident, <strong ljsid-3=\"\">updates</strong> an incident, <strong ljsid-5=\"\">resolves</strong> an incident or <strong ljsid-7=\"\">changes</strong> a component status.":1,"#Americas (US West)":1,"#Americas (US East)":1,"#This site is protected by reCAPTCHA and the Google <a ljsid-1=\"\">Privacy Policy</a> and <a ljsid-3=\"\">Terms of Service</a> apply.":1,"#Barbados (+1)":1,"#Jamaica (+1)":1,"#Dominica (+1)":1,"#Togo (+228)":1,"#Senegal (+221)":1},"version":8162}]