Outage in Genesys Cloud
Elevated Error Rates - Conversations not Routing to Agents (EMEA Frankfurt)
Resolved MajorIncident Report
Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.
Components affected
Genesys Cloud EMEA (Frankfurt)Trusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
10 months ago - at 07/07/2025 02:24PM
This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.
MONITORING
10 months ago - at 07/07/2025 02:15PM
Health checks are improving. Monitoring for stability. Orgs that continue to experience stuck interactions please work with product support if unable to clear. https://help.mypurecloud.com/articles/disconnect-interactions/
IDENTIFIED
10 months ago - at 07/07/2025 02:09PM
The original symptoms from the earlier incident have recurred. The development team has applied additional mitigation steps. Monitoring results at this time. Next update bottom of the hour.
INVESTIGATING
10 months ago - at 07/07/2025 01:52PM
Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.
Latest Genesys Cloud outages
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Elevated Error Rates APAC (Sydney) - about 1 month ago
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