Resolved after 2 hours 39 minutes, affecting Americas (US East), on May 8, 2026.
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.
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.
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