Genesys Cloud incident
Interaction Routing Issues - Americas (US-East)
Genesys Cloud experienced a minor incident on May 8, 2026 affecting Americas (US East), lasting 2h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 08, 2026, 02:51 PM UTC
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
- identified May 08, 2026, 03:34 PM UTC
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.
- identified May 08, 2026, 04:10 PM UTC
Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.
- identified May 08, 2026, 04:40 PM UTC
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.
- resolved May 08, 2026, 05:30 PM UTC
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.