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Conversation is stuck in the Wrap-up state

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This article provides a resolution for the issue where a conversation is stuck in the Wrap-up state in Omnichannel for Customer Service.

Symptoms

As an agent or a supervisor, you see some conversations are stuck in the Wrap-up state in your Omnichannel Agent Dashboard or Omnichannel Ongoing Conversations Dashboard.

Cause

The primary agent assigned to the conversation may not have closed it in the session panel.

Resolution

When conversations are ended by the agent or customer, they transition to the Wrap-up state. To close the conversation, the primary agent assigned to the conversation needs to close the conversation in the session panel. To learn more about closing sessions, see Manage sessions in Omnichannel for Customer Service. To learn more about the Wrap-up conversation state, see Understand conversation states in Omnichannel for Customer Service.