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webex contact center · published

Troubleshooting Webex Contact Center agents stuck in wrap-up or RONA or unable to go available

Verified 2026-10-02 · 59 sources · tier 2–3 · 1 disputed

Disputed: 1 source below carries conflicting evidence.

Webex Contact Center routes voice calls, chats, emails, social conversations and campaign contacts to an agent only while the agent's state is Available 7. After wrap-up completes, an agent returns to Available automatically unless the agent is still handling another interaction in the same channel 58.

How agent state works

The 2026-04-30 release, Granular Agent State Control by Media Type, gives per-channel agent state for Voice, Chat, Email and Social across Webex Contact Center interfaces 12. Agents can set Available on all channels at once, which resets each channel's timer, or toggle voice, chat, email and social individually and confirm with an Apply button 1. RONA is channel-specific: if an agent misses a telephony call, only the telephony channel state changes to RONA (idle), and the agent's other channels remain available 35.

If an agent selects Idle while engaged or in wrap-up, Agent Desktop enters Pending Idle, which stops new routing immediately while the agent finishes current work 22. If an agent reloads Agent Desktop while Available, the Idle state is displayed briefly before Available is restored 25. When Auto Answer is enabled, calls offered to the agent are answered automatically even when the agent is Idle, including consults, transfers and conferences 2.

Besides administrator-configured idle codes, Webex Contact Center can automatically assign the system idle auxiliary codes Agent_Busy, Agent_Declined, Agent_Unavailable, Channel_Failure and Invalid_Number 50.

  • Channel_Failure: network issues prevented contact delivery to the agent, and the system retries delivery up to 3 times 5.
  • Invalid_Number: the agent's dial number is invalid, and the agent must update it in their profile before calls can be delivered 6.
  • Agent_Unavailable: the agent's associated device is offline or unreachable 4.

When a call arrives for an agent, the supervisor view shows the agent's state as reserved, and it changes to engaged once the call is offered or connected 27. From Team Performance Details, a supervisor can manually change an agent's availability, and an information icon by the status timer then shows who made the change 47.

See also Webex Contact Center RONA and agent state handling.

Diagnosing an agent who cannot go Available

If the WebRTC service fails after an agent signs in, the system automatically changes the agent's state to Idle so that calls are not routed to an unreachable agent 53. While WebRTC is disconnected, Agent Desktop shows a warning icon on the profile avatar and disables both Set as Available (all channels) and the individual Voice toggle until reconnection succeeds 52. The Lost connection recovery timeout for network outages defaults to 120 seconds and accepts 120 to 600 seconds 17. Cisco's sign-in troubleshooting advises reloading the browser to refresh the Agent Desktop session after connection failures or session expiry 26.

If an agent signs in to multiple Agent Desktop instances and switches browsers or tabs, a prompt appears, and clicking Continue signs the agent in on that window 18. When the tenant inactivity timeout is enabled, it signs an agent out of the desktop automatically after the configured inactive period, with an allowed range of 3 to 10,000 minutes 16. A desktop profile's Desktop timeout inherits the tenant value by default and can be overridden with a custom value of 3 to 10,000 minutes 23.

An agent who is held in Idle with the Invalid_Number code must correct the dial number in their profile 6. To sign out, an agent changes availability to Idle first, and an agent cannot sign out during an active conversation or an ongoing monitoring task 46. A supervisor can sign out an agent from Team Performance Details only when the agent is not actively interacting with a customer, and otherwise only after the active interaction ends 48.

See also Troubleshooting Webex Contact Center Agent Desktop disconnects and connection-lost banners and Troubleshooting Webex Contact Center agents on a Webex Calling extension.

Diagnosing RONA

When RONA occurs, Agent Desktop shows a popover with Go To Idle and Go To Available options, and the contact request returns to the queue 36. RONA timeouts are set in Control Hub under Services > Contact Center > Tenant settings > Desktop, in the RONA timeouts section, and take effect only after Save is clicked 41.

  • Telephony: defaults to 18 seconds and accepts 1 to 120 seconds 39.
  • Chat and social: each defaults to 30 seconds and accepts 1 to 6000 seconds 30.
  • Email: defaults to 300 seconds and accepts 1 to 6000 seconds 32.

Sources disagree: the agent-state article says RONA occurs when an agent does not accept a voice call within 18 seconds or a digital request within 30 seconds, and that administrators can configure these timeouts 29. Sources disagree on the digital figure, because the agent-state article's 30-second digital timeout differs from the 300-second email default in the admin table 29 32.

WarmTransfer's reading of the sources is that, because RONA timeouts sit under Tenant settings and neither admin page describes a queue or team override, the timeouts apply tenant-wide per channel rather than per queue 40.

  • RONA after ring: the call reaches the agent endpoint and a 180 Ringing is received, but no off-hook (200 OK) arrives before the RONA timer (default 18 s) expires, and the call returns to the queue 28.
  • Immediate RONA: the system finds a problem while presenting the call or task to the agent endpoint, so the agent goes to RONA without a full ring period 14.

Agents who pick the wrong station credentials option at sign-in, such as entering a PSTN number without International Dialing Format, can get immediate RONA on every offered call 11.

The 2025-07-24 RONA enhancements added specific RONA classifications to reporting and set agents who cannot accept calls, through their own actions or delivery issues, to Idle automatically 33. We infer that Cisco documents expand RONA inconsistently as Redirection on No Answer, Route on no answer, Re-route On No Answer and Ring No Answer, and that these variants describe one concept, not separate features 34.

For RONA cases, Cisco asks for the ANI or session ID, the exact failure timestamp, agent details, screenshots, and an Agent Desktop error report (Ctrl+Shift+2) 38.

Diagnosing agents stuck in wrap-up

A wrap-up reason is required when the agent ends a voice, chat or social conversation, transfers an interaction, sends an email reply, or when the customer ends a voice call or chat 57.

A desktop profile's wrap-up codes can be set to Manual, where the agent enters the code, or Auto, where the system enters the default wrap-up code when the agent's wrap-up completes 24. The tenant Auto Wrapup Interval defaults to 0 (not configured) and accepts 60,000 to 600,000 milliseconds (1 to 10 minutes) 3. If the agent has not selected a wrap-up reason when the auto wrap-up countdown reaches zero, the default wrap-up reason is submitted 10. If the administrator has configured the auto wrap-up extension, the agent can cancel the wrap-up countdown, extend post-call work and then wrap up manually 9.

The wrap-up timer can run longer than configured if the browser is closed or refreshed, if the network disconnects, or if the computer's NTP time is wrong 59. Clock drift between the agent's machine and network time adds to the displayed wrap-up duration, and the fix is to sync the client machine to network time 20. If an agent navigates to a different URL in the same browser tab while a timer such as post-call wrap-up is active, the activity does not auto-complete 42.

The 2021 tech note places the auto wrap-up timeout in the Agent Profile setting Auto Wrap Up With Timeout 51. We infer that, because the tech note's 45-second auto wrap-up example is below the current tenant Auto Wrapup Interval minimum of 60,000 ms, its configuration surface probably predates the current Control Hub setting 54.

In the webex-js-sdk contact-center plugin, the auto wrap-up timer starts only when the task data has wrapUpRequired set to true and the team profile enables auto wrap-up 43. Before PR 5217 (merged 2026-09-15), that plugin showed wrap-up after a conference exit but never started the auto wrap-up timer 44. This is inferred: the PR 5217 defect is documented only for the webex-js-sdk, and whether the stock Agent Desktop had the same conference-exit failure is not established 45.

An empty wrap-up code dropdown in Agent Desktop can happen when wrap-up codes were created during an incident or maintenance and not saved correctly, and Cisco directs this case to TAC 56.

See also Troubleshooting Webex Contact Center transfers and conferences.

Confirming it in reporting

Cisco's consolidated RONA tech note provides Analyzer templates for Immediate RONA, RONA between 3 and 18 seconds, RONA after the 18-second timer, and a Consolidated RONA dashboard 37.

  • RONA Count (Agent Trace report): counts true RONA instances using reason codes RONA_TIMER_EXPIRED and NO_ANSWER_USER on not-responding, consult-error and transfer-error events 31.
  • Call Reject Count (Agent Trace): counts calls rejected by the agent, identified by reason code USER_DECLINED, and is kept separate from RONA Count 8.
  • Offer Error Count (Agent Trace): counts calls where the agent could not be connected, excluding RONA and Call Rejected cases 21.
  • Not Responding: counts the times an agent failed to respond to an incoming request, so the contact could not be connected to that agent 19.
  • Agent Idle Auxiliary report: shows agent idle time from CAR records, and its Idle Count is the number of times an agent entered the Idle state 13.
  • Agent WrapUp Auxiliary report: shows each agent's name and wrap-up code reason from CAR records 55.

See also Webex Contact Center Analyzer and reporting model and Troubleshooting Webex Contact Center reporting discrepancies.

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex JavaScript SDK. Deployments: multi-tenant. Sources checked 2026-10-02. Per-channel agent state control applies from the 2026-04-30 release 12. The RONA enhancements that automatically set agents to Idle apply from 2025-07-24 33. The Agent Profile wrap-up setting comes from a 2021 tech note 51. The conference-exit auto wrap-up defect affects webex-js-sdk contact-center plugin builds from before PR 5217 was merged on 2026-09-15 44.

What remains uncertain

The following points are not covered by the sources below:

  • How team-level or multimedia-profile auto wrap-up settings take precedence over the tenant Auto Wrapup Interval is not covered by the sources below. The claims document only that the tenant interval exists 3 and that the SDK checks the team profile 43.
  • Whether an agent left in wrap-up counts as actively interacting, which would determine whether a supervisor can sign that agent out, is not covered by the sources below. The documented rule covers only active interactions with a customer 48.
  • Specific Cisco bug records for premature or missing auto wrap-up are not covered by the sources below.
  • Whether CAR records carry a wrap-up-completed activity state is not covered by the sources below.
  • Why Agent Desktop and the supervisor view can disagree on an agent's state, such as reserved versus ringing or display lag, is not covered by the sources below. The claims describe only the supervisor view's reserved-to-engaged sequence 27.
  • Any restriction on a supervisor changing an agent's state while the agent is engaged or in wrap-up is not covered by the sources below.
  • Whether a flow-level RONA timeout override exists is not covered by the sources below. We infer that RONA timeouts have no queue or team override and apply tenant-wide per channel 40.
  • An Agent Activity Record field reference for state transitions, including Activity State values such as idle, wrapup and connect, is not covered by the sources below.

See also

Related to

Referenced by

Sources

  1. 1
    Agents can set Available on all channels at once, which resets each channel's timer, or toggle voice, chat, email and social individually and confirm with an Apply button.
    Understand agent states · section State Transitions and Changes · Checked 2026-10-02
  2. 2
    When Auto Answer is enabled, calls offered to the agent, including consults, transfers and conferences, are answered automatically even when the agent is Idle.
    Understand agent states · section Auto Answer Feature · Checked 2026-10-02
  3. 3
    The tenant Auto Wrapup Interval defaults to 0 (not configured) and accepts 60,000 to 600,000 milliseconds (1 to 10 minutes).
    Desktop settings for Webex Contact Center · section Manage desktop experience, Auto Wrapup Interval · Checked 2026-10-02
  4. 4
    The Agent_Unavailable system idle code indicates that the agent's associated device is offline or unreachable.
    Understand agent states · section Idle States and Auxiliary Codes, Agent_Unavailable entry · Checked 2026-10-02
  5. 5
    The Channel_Failure system idle code indicates that network issues prevented contact delivery to the agent, and the system retries delivery up to three times.
    Understand agent states · section Idle States and Auxiliary Codes, Channel_Failure entry · Checked 2026-10-02
  6. 6
    The Invalid_Number system idle code means the agent's dial number is invalid and the agent must update it in their profile before calls can be delivered.
    Understand agent states · section Idle States and Auxiliary Codes, Invalid_Number entry · Checked 2026-10-02
  7. 7
    Webex Contact Center routes voice calls, chats, emails, social conversations and campaign contacts to an agent only while the agent's state is Available.
    Understand agent states · section Available State · Checked 2026-10-02
  8. 8
    Agent Trace's Call Reject Count counts calls rejected by the agent, identified by reason code USER_DECLINED, and these are kept separate from RONA Count.
    Webex Contact Center Analyzer Stock Reports · Agent Trace report, Call Reject Count definition · Checked 2026-10-02
  9. 9
    If the administrator has configured the auto wrap-up extension, the agent can cancel the wrap-up countdown, extend post-call work and then wrap up manually.
    Apply a wrap-up reason · auto wrap-up extension paragraph · Checked 2026-10-02
  10. 10
    If the agent has not selected a wrap-up reason when the auto wrap-up countdown reaches zero, the default wrap-up reason is submitted.
    Apply a wrap-up reason · auto wrap-up countdown paragraph · Checked 2026-10-02
  11. 11
    Agents who pick the wrong station credentials option at sign-in, such as entering a PSTN number without International Dialing Format, can get immediate RONA on every offered call.
    Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab · sections Symptom, Cause, Resolution · Checked 2026-10-02
  12. 12
    The 2026-04-30 release Granular Agent State Control by Media Type gives per-channel agent state for Voice, Chat, Email and Social across Webex Contact Center interfaces.
    What's new for agents in Webex Contact Center · entry dated April 30, 2026, Granular Agent State Control by Media Type · Checked 2026-10-02
  13. 13
    The Analyzer Agent Idle Auxiliary stock report shows agent idle time from CAR records, and its Idle Count is the number of times an agent entered the Idle state.
    Webex Contact Center Analyzer Stock Reports · Agent Idle Auxiliary report · Checked 2026-10-02
  14. 14
    Immediate RONA happens when the system finds a problem while presenting the call or task to the agent endpoint, so the agent goes to RONA without a full ring period.
    Troubleshoot and Understand RONA Issues in Webex Contact Center · section Overview · Checked 2026-10-02
  15. 15
    The tech note's Immediate RONA report filters on Value of Activity State and Value of Next Activity State both equal to connect.
    Track RONA Issues in Webex Contact Center with Consolidated Reports · section Immediate RONA report, filter definitions · Checked 2026-10-02
  16. 16
    The tenant inactivity timeout, when enabled, signs an agent out of the desktop automatically after the configured inactive period, with an allowed range of 3 to 10,000 minutes.
    Desktop settings for Webex Contact Center · section Manage desktop experience, Inactivity timeout · Checked 2026-10-02
  17. 17
    The Lost connection recovery timeout for network outages defaults to 120 seconds and accepts 120 to 600 seconds.
    Desktop settings for Webex Contact Center · section Manage system settings · Checked 2026-10-02
  18. 18
    If an agent signs in to multiple Agent Desktop instances and switches browsers or tabs, a prompt appears, and clicking Continue signs the agent in on that window.
    Sign in to Agent Desktop · section Before you begin · Checked 2026-10-02
  19. 19
    Analyzer's Not Responding metric counts the times an agent failed to respond to an incoming request, so the contact could not be connected to that agent.
    Webex Contact Center Analyzer Stock Reports · Agent Trace report (also Agent Details, Site, Team reports), Not Responding definition · Checked 2026-10-02
  20. 20
    Clock drift between the agent's machine and network time adds to the displayed wrap-up duration, and the fix is to sync the client machine to network time.
    Troubleshoot Extended WrapUp Timer on Agent Desktop in WxCC · sections Problem and Solution · Checked 2026-10-02
  21. 21
    Agent Trace's Offer Error Count counts calls where the agent could not be connected, excluding RONA and Call Rejected cases.
    Webex Contact Center Analyzer Stock Reports · Agent Trace report, Offer Error Count definition · Checked 2026-10-02
  22. 22
    If an agent selects Idle while engaged or in wrap-up, Agent Desktop enters Pending Idle, which stops new routing immediately while the agent finishes current work.
    Understand agent states · section State Transitions and Changes · Checked 2026-10-02
  23. 23
    A desktop profile's Desktop timeout inherits the tenant value by default and can be overridden with a custom value of 3 to 10,000 minutes.
    Manage desktop profiles · section Desktop timeout · Checked 2026-10-02
  24. 24
    A desktop profile's wrap-up codes can be set to Manual, where the agent enters the code, or Auto, where the system enters the default wrap-up code when the agent's wrap-up completes.
    Manage desktop profiles · section Idle/Wrap-up Codes · Checked 2026-10-02
  25. 25
    If an agent reloads Agent Desktop while Available, the Idle state is displayed briefly before Available is restored.
    Understand agent states · section Available State · Checked 2026-10-02
  26. 26
    Cisco's sign-in troubleshooting advises reloading the browser to refresh the Agent Desktop session after connection failures or session expiry.
    Sign in to Agent Desktop · section Troubleshooting · Checked 2026-10-02
  27. 27
    When a call arrives for an agent, the supervisor view shows the agent's state as reserved, and it changes to engaged once the call is offered or connected.
    Supervise your agents and teams · Team Performance Details agent state description · Checked 2026-10-02
  28. 28
    In RONA after ring, the call reaches the agent endpoint and a 180 Ringing is received, but no off-hook (200 OK) arrives before the RONA timer (default 18 s) expires, and the call returns to the queue.
    Troubleshoot and Understand RONA Issues in Webex Contact Center · section Condition 1: RONA After Agent Ring Event · Checked 2026-10-02
  29. 29
    The agent-state article says RONA occurs when an agent does not accept a voice call within 18 seconds or a digital request within 30 seconds, with the timeouts configurable by administrators.disputed
    Understand agent states · section RONA (Ring No Answer) · Checked 2026-10-02
  30. 30
    The chat and social RONA timeouts each default to 30 seconds and accept 1 to 6000 seconds.
    Manage RONA timeouts · RONA timeouts table, Chat and Social rows · Checked 2026-10-02
  31. 31
    In the Analyzer Agent Trace report, RONA Count counts true RONA instances using reason codes RONA_TIMER_EXPIRED and NO_ANSWER_USER on not-responding, consult-error and transfer-error events.
    Webex Contact Center Analyzer Stock Reports · Agent Trace report, RONA Count definition · Checked 2026-10-02
  32. 32
    The email RONA timeout defaults to 300 seconds and accepts 1 to 6000 seconds.
    Manage RONA timeouts · RONA timeouts table, Email row · Checked 2026-10-02
  33. 33
    The 2025-07-24 RONA enhancements added specific RONA classifications to reporting and set agents who cannot accept calls, through their own actions or delivery issues, to Idle automatically.
    What's new for agents in Webex Contact Center · entry dated July 24, 2025, RONA enhancements · Checked 2026-10-02
  34. 34
    Cisco documents expand RONA inconsistently (Redirection on No Answer, Route on no answer, Re-route On No Answer, Ring No Answer), so the variants should be treated as one concept, not separate features.inferred
    Manage RONA timeouts · page introduction (Redirection on No Answer); compare cisco-help-wbx9000037382 Overview, cisco-help-n3v7ldh 2025-07-24 entry, cisco-help-nvg4gu6 RONA heading · Checked 2026-10-02
  35. 35
    RONA is channel-specific: if an agent misses a telephony call, only the telephony channel state changes to RONA (idle) while the agent's other channels remain available.
    Understand agent states · section RONA (Ring No Answer) · Checked 2026-10-02
  36. 36
    When RONA occurs, Agent Desktop shows a popover with Go To Idle and Go To Available options, and the contact request returns to the queue.
    Understand agent states · section RONA (Ring No Answer) · Checked 2026-10-02
  37. 37
    Cisco's consolidated RONA tech note provides Analyzer templates for Immediate RONA, RONA between 3 and 18 seconds, RONA after the 18-second timer, and a Consolidated RONA dashboard.
    Track RONA Issues in Webex Contact Center with Consolidated Reports · report sections (four sample reports) · Checked 2026-10-02
  38. 38
    For RONA cases, Cisco asks for the ANI or session ID, the exact failure timestamp, agent details, screenshots, and an Agent Desktop error report (Ctrl+Shift+2).
    Troubleshoot and Understand RONA Issues in Webex Contact Center · section Prerequisites / data to collect · Checked 2026-10-02
  39. 39
    The telephony RONA timeout defaults to 18 seconds and accepts 1 to 120 seconds.
    Manage RONA timeouts · RONA timeouts table, Telephony row · Checked 2026-10-02
  40. 40
    Because RONA timeouts sit under Tenant settings and neither admin page describes a queue or team override, the timeouts appear to apply tenant-wide per channel rather than per queue.inferred
    Manage RONA timeouts · section Configure RONA timeout settings for agents (navigation path) · Checked 2026-10-02
  41. 41
    RONA timeouts are set in Control Hub under Services > Contact Center > Tenant settings > Desktop, in the RONA timeouts section, and take effect only after Save is clicked.
    Manage RONA timeouts · section Configure RONA timeout settings for agents · Checked 2026-10-02
  42. 42
    If an agent navigates to a different URL in the same browser tab while a timer such as post-call wrap-up is active, the activity does not auto-complete.
    Desktop settings for Webex Contact Center · section Manage desktop experience, note under Auto Wrapup Interval · Checked 2026-10-02
  43. 43
    In the webex-js-sdk contact-center plugin, the auto wrap-up timer starts only when the task data has wrapUpRequired set to true and the team profile enables auto wrap-up.
    fix(contact-center): start auto wrap-up after conference exit (CAI-8582) · PR description, Root Cause · Checked 2026-10-02
  44. 44
    Before PR 5217 (merged 2026-09-15), the webex-js-sdk contact-center plugin showed wrap-up after a conference exit but never started the auto wrap-up timer.
    fix(contact-center): start auto wrap-up after conference exit (CAI-8582) · PR description, bug summary (CAI-8582) · Checked 2026-10-02
  45. 45
    The PR 5217 defect is documented only for the webex-js-sdk; whether the stock Agent Desktop had the same conference-exit auto wrap-up failure is not established.inferred
    fix(contact-center): start auto wrap-up after conference exit (CAI-8582) · PR title and Components Affected (TaskManager.ts, Voice.ts, TaskStateMachine.ts) · Checked 2026-10-02
  46. 46
    To sign out, an agent changes availability to Idle first, and cannot sign out during an active conversation or an ongoing monitoring task.
    Sign in to Agent Desktop · section What to do next · Checked 2026-10-02
  47. 47
    From Team Performance Details, a supervisor can manually change an agent's availability, and an information icon by the status timer then shows who made the change.
    Supervise your agents and teams · section Change agent state · Checked 2026-10-02
  48. 48
    A supervisor can sign out an agent from Team Performance Details only when the agent is not actively interacting with a customer; otherwise only after the active interaction ends.
    Supervise your agents and teams · section Sign out an agent, first and third sentences · Checked 2026-10-02
  49. 49
    As fetched on 2026-10-02, the supervisor guide says supervisors can't sign out agents who left for the day in wrap-up, are still Available, or have accepted an email; a release-note snippet suggests the reverse.
    Supervise your agents and teams · section Sign out an agent, second sentence · Checked 2026-10-02
  50. 50
    Besides administrator-configured idle codes, Webex Contact Center can automatically assign the system idle auxiliary codes Agent_Busy, Agent_Declined, Agent_Unavailable, Channel_Failure and Invalid_Number.
    Understand agent states · section Idle States and Auxiliary Codes · Checked 2026-10-02
  51. 51
    The 2021 tech note places the auto wrap-up timeout in the Agent Profile setting Auto Wrap Up With Timeout.
    Troubleshoot Extended WrapUp Timer on Agent Desktop in WxCC · section Problem · Checked 2026-10-02
  52. 52
    While WebRTC is disconnected, Agent Desktop shows a warning icon on the profile avatar and disables both Set as Available (all channels) and the individual Voice toggle until reconnection succeeds.
    Understand agent states · section Troubleshooting: WebRTC Disconnection · Checked 2026-10-02
  53. 53
    If the WebRTC service fails after an agent signs in, the system automatically changes the agent's state to Idle so that calls are not routed to an unreachable agent.
    Understand agent states · section Available State; section Troubleshooting: WebRTC Disconnection · Checked 2026-10-02
  54. 54
    The tech note's 45-second auto wrap-up example is below the current tenant Auto Wrapup Interval minimum of 60,000 ms, so its configuration surface probably predates the current Control Hub setting.inferred
    Troubleshoot Extended WrapUp Timer on Agent Desktop in WxCC · section Problem (45 s example) compared with cisco-help-nu0du4c-wxcc-desktop-settings Auto Wrapup Interval · Checked 2026-10-02
  55. 55
    The Analyzer Agent WrapUp Auxiliary stock report shows each agent's name and wrap-up code reason from CAR records.
    Webex Contact Center Analyzer Stock Reports · Agent WrapUp Auxiliary report · Checked 2026-10-02
  56. 56
    An empty wrap-up code dropdown in Agent Desktop can happen when wrap-up codes were created during an incident or maintenance and not saved correctly; Cisco directs this to TAC.
    Wrap-Up Code Not Reflecting During Call Completion on Agent Desktop · sections Symptom and Cause · Checked 2026-10-02
  57. 57
    A wrap-up reason is required when the agent ends a voice, chat or social conversation, transfers an interaction, sends an email reply, or when the customer ends a voice call or chat.
    Apply a wrap-up reason · opening list of when wrap-up reasons apply · Checked 2026-10-02
  58. 58
    After completing wrap-up, an agent automatically transitions back to Available unless the agent is still handling another interaction in the same channel.
    Understand agent states · section Wrap-Up State · Checked 2026-10-02
  59. 59
    The wrap-up timer can run longer than configured if the browser is closed or refreshed, if the network disconnects, or if the computer's NTP time is wrong.
    Apply a wrap-up reason · note on conditions that extend the wrap-up timer · Checked 2026-10-02

Documents

tier 2 current vendor documentation

Apply a wrap-up reason

Cisco Systems (Webex Help Center) · 2024-12-20 · accessed 2026-10-02

tier 2 current vendor documentation

Desktop settings for Webex Contact Center

Cisco · 2026-03-09 · accessed 2026-09-30

tier 2 current vendor documentation

Manage desktop profiles

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-16

tier 2 current vendor documentation

Manage RONA timeouts

Cisco Systems, Inc. (Webex Help Center) · 2024-09-08 · accessed 2026-09-04

tier 2 current vendor documentation

Sign in to Agent Desktop

Cisco Systems, Inc. (Webex Help Center) · 2025-11-12 · accessed 2026-09-16

tier 2 current vendor documentation

Supervise your agents and teams

Cisco Systems, Inc. (Webex Help Center) · 2026-07-17 · accessed 2026-09-16

tier 2 current vendor documentation

Track RONA Issues in Webex Contact Center with Consolidated Reports

Cisco Systems, Inc. (cisco.com) · 2025-06-02 · accessed 2026-09-04

tier 2 current vendor documentation

Troubleshoot and Understand RONA Issues in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2025-02-12 · accessed 2026-09-04

tier 2 current vendor documentation

Troubleshoot Extended WrapUp Timer on Agent Desktop in WxCC

Cisco Systems · 2021-10-16 · accessed 2026-10-02

tier 2 current vendor documentation

Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab

Cisco Systems (Webex Help Center) · 2025-02-10 · accessed 2026-09-30

tier 2 current vendor documentation

Understand agent states

Cisco Systems, Inc. (Webex Help Center) · 2026-07-17 · accessed 2026-09-04

tier 2 current vendor documentation

Webex Contact Center Analyzer Stock Reports

Cisco Systems (help.webex.com) · 2026-06-19 · accessed 2026-09-22

tier 2 current vendor documentation

What's new for agents in Webex Contact Center

Cisco · 2025-10-29 · accessed 2026-09-24

tier 2 current vendor documentation

Wrap-Up Code Not Reflecting During Call Completion on Agent Desktop

Cisco Systems (Webex Help Center) · 2025-02-10 · accessed 2026-10-02

tier 3 vendor-maintained repositories

fix(contact-center): start auto wrap-up after conference exit (CAI-8582)

Webex (GitHub organisation webex) · 2026-09-15 · accessed 2026-10-02

Cite this page

APA

WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center agents stuck in wrap-up or RONA or unable to go available. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-agent-state-troubleshooting

BibTeX

@misc{warmtransfer-wxcc-agent-state-troubleshooting,
  title  = {Troubleshooting Webex Contact Center agents stuck in wrap-up or RONA or unable to go available},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-agent-state-troubleshooting},
  note   = {Verified 2026-10-02}
}