Amazon Connect - agent workspace stuck in "After Call Work" state.

Question

Hi,

I'm logged into the Amazon Connect Agent Workspace but I'm stuck in the "After Call Work" state and I can't  get it unstuck, which is making it impossible to use.

Here's what the Agent Workspace looks like:
![Enter image description here](/media/postImages/original/IMzhXG0vFWRHSTQRjlY_uI7w)

You can see I've been in the After Call Work state for over 100 hours now.

When I click the "close contact" button I get this error:
![Enter image description here](/media/postImages/original/IMEcyvMnq2RuO-QkiKSycOZg)

If I check the JS console in the browser I can see this as well:
![Enter image description here](/media/postImages/original/IM3mlAp2cDRnyRcZnr3cbFTA)

I'm not sure how to make progress on fixing this issue. Any suggestions?

1. I tried setting a 60s after call work timeout for my user account
2. I tried manually logging out and back in
3. I tried setting my status to "Offline" and then back to "Available" 
4. I've tried disabling and re-enabling the Customer Profiles feature.
5. I've tried the AWS CLI to see if I can get it working again via API.

Here's what I tried:
```
aws connect dismiss-user-contact --instance-id 2d66a258-316f-4436-9ed9-1858696d1cea --contact-id=528e80a6-a7af-448d-a9fc-f8ce2393eae6 --user-id b2a520db-21ba-4b78-9f00-658b9d44bfc9
```

```
aws connect stop-contact --instance-id 2d66a258-316f-4436-9ed9-1858696d1cea --contact-id=528e80a6-a7af-448d-a9fc-f8ce2393eae6

An error occurred (ContactNotFoundException) when calling the StopContact operation:
```

This error looks very similar to what I'm seeing in the Agent Workspace!

I'm not sure why it's "not found" because when I use the "search contacts" API, I can see it:

```
aws connect search-contacts --instance-id 2d66a258-316f-4436-9ed9-1858696d1cea --time-range='Type=CONNECTED_TO_AGENT_TIMESTAMP,StartTime=1731136326,EndTime=1732246326'

{
    "Contacts": [
        {
            "Arn": "arn:aws:connect:us-east-1:150158533396:instance/2d66a258-316f-4436-9ed9-1858696d1cea/contact/528e80a6-a7af-448d-a9fc-f8ce2393eae6",
            "Id": "528e80a6-a7af-448d-a9fc-f8ce2393eae6",
            "InitiationMethod": "INBOUND",
            "Channel": "VOICE",
            "QueueInfo": {
                "Id": "a6be0286-9419-4a44-b014-cdcabc5a693b",
                "EnqueueTimestamp": "2024-11-20T11:27:02.010000+11:00"
            },
            "AgentInfo": {
                "Id": "b2a520db-21ba-4b78-9f00-658b9d44bfc9",
                "ConnectedToAgentTimestamp": "2024-11-20T11:27:07.712000+11:00"
            },
            "InitiationTimestamp": "2024-11-20T11:26:58.754000+11:00",
            "DisconnectTimestamp": "2024-11-20T11:27:12.490000+11:00"
        },
```

Any ideas? Please help. 🙏

re:Post Agent · Answer

It appears you're experiencing a persistent issue with your Amazon Connect Agent Workspace being stuck in the "After Call Work" state. This is a frustrating situation that can significantly impact agent productivity. Based on the information provided, here are some suggestions to help resolve this issue:

1. Browser-related troubleshooting:
   - Clear your browser cache and cookies, then try logging in again.
   - Try using a different supported browser to see if the issue persists.
   - Ensure your browser is up-to-date and compatible with Amazon Connect.

2. Workstation check:
   - Verify that your workstation meets the minimum hardware requirements for Amazon Connect.
   - Run the Endpoint Test Utility from your machine to check for any platform issues.
   - Check if there have been any recent operating system or browser updates that might be causing conflicts.

3. Contact your Amazon Connect administrator:
   - They may need to investigate the issue at the instance level.
   - The administrator can check for any recent changes in configuration or routing that might be causing this problem.
   - They may need to contact AWS Support for further assistance, as this seems to be a persistent issue that standard troubleshooting hasn't resolved.

4. Application error handling:
   - The error message you're seeing suggests there might be an issue with the application's error handling in the Agent Workspace.
   - Your administrator may need to review the application logs or contact the development team if you're using a custom implementation.

5. Contact record investigation:
   - The fact that you can see the contact in the search results but can't interact with it through the API suggests there might be an inconsistency in the contact record.
   - Your administrator should investigate this specific contact record to see if there are any anomalies or if it's stuck in an unexpected state.

6. Temporary workaround:
   - If possible, try creating a new agent account for yourself and see if you can log in and operate normally with the new account.
   - This could help determine if the issue is specific to your current agent account or more widespread.

Given the persistence of this issue and the fact that it's preventing you from performing your work, it's crucial to escalate this to your Amazon Connect administrator and potentially to AWS Support. They have the tools and access necessary to investigate deeper system-level issues that might be causing this problem.

**Sources**  
[Troubleshoot an agent's workstation for call quality and disconnect problems - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/agent-ts.html)  
[Customize the Amazon Connect Agent Workspace - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/agent-workspace.html)  
[Handle application errors in Amazon Connect Agent Workspace - Agent Workspace](https://docs.aws.amazon.com/agentworkspace/latest/devguide/integrating-with-agent-workspace-error-handling.html)

Amazon Connect - agent workspace stuck in "After Call Work" state.

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