Genesys Cloud System Status

Normal Operations
Degraded Operations
Partial Outage
Outage
Under Maintenance

Elevated Error Rates - Conversations not Routing to Agents (EMEA Frankfurt)

Incident Report for Genesys Cloud

Resolved

This incident has been resolved. Teams will continue review and attach RCA to reported cases when finalized.
Posted Jul 07, 2025 - 10:24 EDT

Monitoring

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/
Posted Jul 07, 2025 - 10:15 EDT

Identified

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.
Posted Jul 07, 2025 - 10:09 EDT

Investigating

Agents that were impacted from the interaction assignment incident from this morning should cycle their presence to reset their status.
Posted Jul 07, 2025 - 09:52 EDT
This incident affected: Platform (EMEA (Frankfurt)).