Genesys Cloud incident

Elevated error rate interactions are not routed to agents: EMEA (Frankfurt)

Critical Resolved View vendor source →

Genesys Cloud experienced a critical incident on July 7, 2025 affecting EMEA (Frankfurt) and EMEA (Frankfurt), lasting 1h 20m. The incident has been resolved; the full update timeline is below.

Started
Jul 07, 2025, 07:53 AM UTC
Resolved
Jul 07, 2025, 09:13 AM UTC
Duration
1h 20m
Detected by Pingoru
Jul 07, 2025, 07:53 AM UTC

Affected components

EMEA (Frankfurt)EMEA (Frankfurt)

Update timeline

  1. investigating Jul 07, 2025, 07:53 AM UTC

    Genesys Cloud has identified an issue impacting inbound call routing. Teams are working to triage and determine next steps.

  2. investigating Jul 07, 2025, 07:54 AM UTC

    We are continuing to investigate this issue.

  3. investigating Jul 07, 2025, 08:47 AM UTC

    Mitigation steps have been applied. Pending health check review. Next update top of the hour.

  4. investigating Jul 07, 2025, 09:03 AM UTC

    Monitoring for stability. The service is in recovery. Impacted orgs should refresh presence status for agents.

  5. investigating Jul 07, 2025, 09:12 AM UTC

    The issue has been resolved. Any orgs who experience stuck interactions should refer to https://help.mypurecloud.com/articles/disconnect-interactions/ for assistance. If additional assistance is needed to help clear interactions, please contact product support.

  6. resolved Jul 07, 2025, 09:13 AM UTC

    This incident has been resolved.