WxCC Agent Wrap-up issues

[tmessenger]

I have at least two agents from a WxCC contact center that are not getting the same amount of wrap-up as their teammates. They are configured for 30s, but only get about 4s before being put back into Available. I also see a few with wrap-up durations over the configured 30s (they do not have Auto wrap-up extension enabled).  

Any thoughts on the possible cause? 

[bill.king1]

There are a couple of older defects with this type of behavior that you might want to check to see if you're running into.
https://bst.cisco.com/bugsearch/bug/CSCwi12887
https://bst.cisco.com/bugsearch/bug/CSCwk41876
https://bst.cisco.com/bugsearch/bug/CSCwp31174 

Also, does it happen if they all use the same/different device, like WebRTC vs. a physical phone for instance?

[tmessenger]

All of these staff are WFH with a soft phone.  I don't believe any of the defects apply to this situation but thanks for sending them.  I'll get a TAC case opened as suggested by @gkovanis .  

[bill.king1]

Please let the community know what you find out.

[gkovanis]

Hello @tmessenger , it's a bit hard to troubleshoot this without additional information, so my main suggestion would be to go through TAC, so that they can deep dive into it.

I would say a common cause for auto-wrap not triggering at the configured timer is the agent machine being out of NTP sync, thus you can check if there is any off-sync on these two specific agents.