Outage in Genesys Cloud
Interaction Routing Issues - Americas (US-East)
Resolved MinorIncident Report
Summary AI Generated
Genesys Cloud experienced interaction routing issues in the US-East region where calls and interactions were being incorrectly routed to unavailable or offline agents, affecting queue operations and real-time visibility. The incident lasted 2.7 hours while engineering teams identified the root cause, developed and tested a fix, then deployed it to production. The issue was resolved by clearing agents stuck in incorrect statuses, stopping routing to offline agents, and restoring proper queue visibility.
We are investigating an issue in the US-East region where interactions are being routed to unavailable agents. As teams work to restore, as a work around, customers can remove offline agents from the queue. Next update 11:30 Eastern
Components affected
Genesys Cloud Americas (US East)Trusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
7 days ago - at 05/08/2026 05:30PM
We have successfully resolved the agent routing issues. The service teams have cleared agents stuck in incorrect statuses, stopped routing interactions to offline agents, and restored real-time queue visibility.
IDENTIFIED
7 days ago - at 05/08/2026 04:40PM
The fix is now being deployed to production. We anticipate 20-30 minutes to complete. Next update 13:30 or sooner as information becomes available.
IDENTIFIED
7 days ago - at 05/08/2026 04:10PM
Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.
IDENTIFIED
7 days ago - at 05/08/2026 03:34PM
Root cause has been identified. The engineering teams are actively evaluating mitigation strategies and we have engaged additional technical resources to expedite resolution. As a work around, customers can remove the offline agents from queues. Next update 12:30 Eastern or sooner as information becomes available.
INVESTIGATING
7 days ago - at 05/08/2026 02:51PM
We are investigating an issue in the US-East region where interactions are being routed to unavailable agents. As teams work to restore, as a work around, customers can remove offline agents from the queue. Next update 11:30 Eastern
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