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:
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](/c/dam/en/us/support/docs/contact-center/webex-contact-center/217461-troubleshoot-extended-wrapup-timer-on-ag-00.png)
But when the agents end an interaction, the Wrapup timer shows a higher value than the value set on the Agent Profile
![Picture 1](/c/dam/en/us/support/docs/contact-center/webex-contact-center/217461-troubleshoot-extended-wrapup-timer-on-ag-01.png)
From Analyzer reports [Histroical and Realtime] the Activity Duration of the agent in Wrapup state reflects the same.
![image](/c/dam/en/us/support/docs/contact-center/webex-contact-center/217461-troubleshoot-extended-wrapup-timer-on-ag-02.png)
Solution
- Verify the time drift between the client system machine and the network time with the URLhttps://time.is/
![Picture 2](/c/dam/en/us/support/docs/contact-center/webex-contact-center/217461-troubleshoot-extended-wrapup-timer-on-ag-03.png)
- 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](/c/dam/en/us/support/docs/contact-center/webex-contact-center/217461-troubleshoot-extended-wrapup-timer-on-ag-04.png)
- We need to ensure that the client system machine is synced with the network time. This has been documented HERE