Genesys Cloud incident

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

Major Resolved View vendor source →

Genesys Cloud experienced a major incident on July 7, 2025 affecting EMEA (Frankfurt), lasting 31m. The incident has been resolved; the full update timeline is below.

Started
Jul 07, 2025, 01:52 PM UTC
Resolved
Jul 07, 2025, 02:24 PM UTC
Duration
31m
Detected by Pingoru
Jul 07, 2025, 01:52 PM UTC

Affected components

EMEA (Frankfurt)

Update timeline

  1. investigating Jul 07, 2025, 01:52 PM UTC

    Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.

  2. identified Jul 07, 2025, 02:09 PM UTC

    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.

  3. monitoring Jul 07, 2025, 02:15 PM UTC

    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/

  4. resolved Jul 07, 2025, 02:24 PM UTC

    This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.