Genesys Cloud incident
Elevated error rate interactions are not routed to agents: EMEA (Frankfurt)
Resolved after 1 hour 20 minutes, affecting EMEA (Frankfurt) and EMEA (Frankfurt), on July 7, 2025.
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.
Affected components
Update timeline
- 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.
- investigating Jul 07, 2025, 07:54 AM UTC
We are continuing to investigate this issue.
- investigating Jul 07, 2025, 08:47 AM UTC
Mitigation steps have been applied. Pending health check review. Next update top of the hour.
- investigating Jul 07, 2025, 09:03 AM UTC
Monitoring for stability. The service is in recovery. Impacted orgs should refresh presence status for agents.
- 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.
- resolved Jul 07, 2025, 09:13 AM UTC
This incident has been resolved.
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