[{"_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,"disableDateLocalization":false,"ignoreCurrencyInTranslation":false,"blockedComplexSelectors":[]},"version":8097},{"_id":"en","source":"en","pluralFn":"return n != 1 ? 1 : 0;","pluralForm":2,"dictionary":{},"version":8097},{"_id":"outdated","outdated":{"#This incident affected: Chat (Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific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,"#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,"#Mitigation steps have been applied; monitoring for stability.":1,"#Incident resolved.":1,"#The vendor has resolved the issue.":1,"#Some customers reported incidents with Edge devices showing offline. The development teams have been engaged for review and mitigation steps. Next update 30 minutes.":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,"#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,"#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,"#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,"#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,"#Genesys Cloud - Degraded Performance":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var> days ago. </span>Jun <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EDT":1,"#System operations have returned to normal levels. Continuous monitoring remains in place to ensure stability.":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 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,"#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,"#Posted":1,"#Elevated Error Rates - (Global)":1,"#Mitigation steps have been applied. Backlogged events are completing processing at this time.":1,"#We are investigating an issue that is impacting customers ability to answer interactions due to latency in the UI.":1,"#Customers in the APAC (Osaka) 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,"#We are continuing to investigate this issue.":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,"#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,"#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,"#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,"#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,"#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,"#April <var year=\"\"></var>":1,"#No incidents reported for this month.":1,"#Maintenance Mode Spikes (Global)":1,"#<var num=\"\"></var> hours ago.":1,"#Incident Report for <a ljsid-1=\"\">Genesys Cloud</a>":1,"#Jun <var date=\"\"></var>, <var year=\"\"></var>":1,"#Scheduled maintenance is currently in progress. We will provide updates as necessary.":1,"#Oct <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Powered by Atlassian Statuspage":1,"#Scheduled Maintenance":1,"#(Frankfurt)":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,"#Current Status":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,"#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,"#Apr <var date=\"\"></var>, <var year=\"\"></var>":1,"#(Sao Paulo)":1,"#Kosovo (+383)":1,"#EMEA (Frankfurt)":1,"#EMEA (Dublin)":1,"#Barbados (+1)":1,"#Jamaica (+1)":1,"#Dominica (+1)":1,"#Togo (+228)":1,"#Senegal (+221)":1},"version":8097}]