That is often network communications delay between the client machine and PureCloud (out in the cloud...internet connection).
Though, it could also be delays in the back-end services updating each other.
Have you checked the network latency on the agent and supervisor workstations when it happens to see if there is a significant delay?
You can also check the Network log on the agent machine to see the timing between the status change message being sent and when the acknowledgement comes back from PureCloud.
Some info on gathering network logs for the Desktop app is in the Resource Center:
https://help.mypurecloud.com/articles/gather-network-logs-on-the-desktop-app/Then you can use the Google HAR Analyzer to look at the request and response messages.
https://toolbox.googleapps.com/apps/har_analyzer/If that is too daunting to do on your own, you'll need to open a case with Care for them to read those logs and other back-end logs to figure out what is going on. They will ask you for the network and console logs, so you should gather them either way.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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