Troubleshoot Extended WrapUp Timer on Agent Desktop in WxCC

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Updated:October 16, 2021
Document ID:217461

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    Introduction

    This document describes the affects on Wrap-Up timer when there is a time drift between the client system machine and the network time, and steps to troubleshoot and mitigate the issue.

    Prerequisites

    Requirements


    Cisco recommends that you have knowledge of these topics:

    • Webex Contact Center (WxCC) 2.0

    Components Used

    The information in this document is based on these software versions:

    • WxCC 2.0

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Problem

    Agents have been assigned with a Agent Profile with Auto Wrap Up With Timeout value set to a certain value. As an example, value of 45 seconds has been set

    Picture 4

    But when the agents end an interaction, the Wrapup timer shows a higher value than the value set on the Agent Profile

    Picture 1





    From Analyzer reports [Histroical and Realtime] the Activity Duration of the agent in Wrapup state reflects the same. 



    image




    Solution

    • Verify the time drift between the client system machine and the network time with the URLhttps://time.is/

    Picture 2

    • Notice that there is a time drift of 1 minute and 10 seconds. In such a case the wrapup time would be 1 minute and 56 seconds (Timer Drift + AutoWrap Timer) seconds instead of 45 seconds that is configured on the Agent Profile.

    Picture 3

    • We need to ensure that the client system machine  is synced with the network time. This has been documented HERE 

    Revision History

    Revision Publish Date Comments
    2.0
    16-Oct-2021
    Initial Release
    1.0
    16-Oct-2021
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Bhushan Suresh
      Cisco TAC Engineer

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