Outage in Genesys Cloud

Elevated error rate interactions are not routed to agents: EMEA (Frankfurt)

Resolved Major
July 07, 2025 - Started about 5 hours ago - Lasted about 1 hour
Official incident page

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Outage Details

Genesys Cloud has identified an issue impacting inbound call routing. Teams are working to triage and determine next steps.
Components affected
Genesys Cloud EMEA (Frankfurt) Genesys Cloud EMEA (Frankfurt)
Latest Updates ( sorted recent to last )
RESOLVED about 4 hours ago - at 07/07/2025 09:13AM

This incident has been resolved.

INVESTIGATING about 4 hours ago - at 07/07/2025 09:12AM

The issue has been resolved. Any orgs who experience stuck interactions should refer to https://help.mypurecloud.com/articles/disconnect-interactions/ for assistance. If additional assistance is needed to help clear interactions, please contact product support.

INVESTIGATING about 4 hours ago - at 07/07/2025 09:03AM

Monitoring for stability. The service is in recovery. Impacted orgs should refresh presence status for agents.

INVESTIGATING about 4 hours ago - at 07/07/2025 08:47AM

Mitigation steps have been applied. Pending health check review. Next update top of the hour.

INVESTIGATING about 5 hours ago - at 07/07/2025 07:54AM

We are continuing to investigate this issue.

INVESTIGATING about 5 hours ago - at 07/07/2025 07:53AM

Genesys Cloud has identified an issue impacting inbound call routing. Teams are working to triage and determine next steps.

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