Resolved after 16 hours 27 minutes, on November 12, 2025.
This issue has been resolved. We are now working to generate a full root cause analysis, which will be shared in the form of an Incident Report with affected customers.
Update timeline
- investigating Nov 12, 2025, 09:33 PM UTC
We are currently aware of an ongoing issue affecting agents' wrap-up duration in the NAM region for some customers. Our Incident Management team is investigating the issue with priority. If you are experiencing issues, please contact Support.
- monitoring Nov 12, 2025, 10:14 PM UTC
Service is now recovered, and we are monitoring. If you are still experiencing issues, please contact Support.
- resolved Nov 13, 2025, 02:01 PM UTC
This issue has been resolved. We are now working to generate a full root cause analysis, which will be shared in the form of an Incident Report with affected customers.
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