Finesse agents Reserve mode

[mightyking]

Hello Everyone,

We have Finesse agents that remain in reserve mode after the call is finished. The wrap-up time is 20 seconds, but sometimes they stay in reserve mode for over 80 or 90 seconds. Sometimes the only way to get out of this mode is to reboot the workstation. The agents are connected to UCCX (12.5) via a 200Mb WAN link.

Thanks,

MK

[bill.king1]

Are you sure it isn't that they are in reserve mode after wrap because the system is trying to send them the next call? 
Does this happen after they get inbound ACD calls or something else?
Have you done any type of agent detail report to see what it shows?