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.
Posted May 08, 2026 - 13:30 EDT
Update
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.
Posted May 08, 2026 - 12:40 EDT
Update
Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.
Posted May 08, 2026 - 12:10 EDT
Identified
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.
Posted May 08, 2026 - 11:34 EDT
Investigating
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
Posted May 08, 2026 - 10:51 EDT
This incident affected: Platform (Americas (US East)).