Overview

After answering "Admin reassurance emails", Operators remain in the "Wrap Up" state instead of putting them in Ready state. This way they are not able to answer additional emails, hence causing a backlog.

Solution

When you experience this issue please contact our Support Team to have the underlying reason verified and fixed.

<supportagent>

There are known cases when the issue was caused by one of the MSP (Multi Service Platform) not booting up correctly. In those cases, the temporary fix was to reroute all the traffic to the other MSP till the MSP boot-up issue got fixed.

Contact SaaS Team as per the Routing Table to have this issue verified and fixed.

</supportagent>

Testing

Once our Support Team confirms that the issue is fixed the status of your Operators should switch correctly to Ready.

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