Outage in Genesys Cloud

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

Resolved Major
July 07, 2025 - Started 2 months ago - Lasted 33 minutes
Official incident page

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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 2 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 2 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 2 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 2 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.

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