Outage in Genesys Cloud

Elevated Error Rates - Conversations not Routing to Agents (EMEA Frankfurt)

Resolved Major
July 07, 2025 - Started 1 day ago - Lasted 33 minutes
Official incident page

Need to monitor Genesys Cloud outages?
Stay on top of outages with IsDown. Monitor the official status pages of all your vendors, SaaS, and tools, including Genesys Cloud, and never miss an outage again.
Start Free Trial

Outage Details

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)
Latest Updates ( sorted recent to last )
RESOLVED 1 day 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 1 day 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 1 day 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 1 day 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.

Be the First to Know When Vendors Go Down

With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.

Start free trial

No credit card required · Cancel anytime · 4400 services available

Integrations with Slack Microsoft Teams Google Chat Datadog PagerDuty Zapier Discord Webhook