Genesys Cloud incident
Elevated Error Rates - Conversations not Routing to Agents (EMEA Frankfurt)
Resolved after 31 minutes, affecting EMEA (Frankfurt), on July 7, 2025.
This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.
Affected components
Update timeline
- 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.
- 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.
- 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/
- 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.
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