Interaction Routing Issues - Americas (US-East)
Incident Lifecycle
Incident Timeline
Identified
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.
May 8, 2026 at 4:40 PM UTC
Identified
Teams have developed a fix and are actively testing before deploying to production. Next update 13:00 or sooner as information becomes available.
May 8, 2026 at 4:10 PM UTC
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.
May 8, 2026 at 3:34 PM UTC
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
May 8, 2026 at 2:51 PM UTC
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