You'll want to check the Automatic State Changes configuration in Cisco Desktop Administrator. From the guide:
"By default, automatic state changes are not enabled. After agents enter wrap-up data, they remain in the Work state for the length of time set for the wrap-up timer or until they change states manually, whichever happens first. (The wrap-up timer value is configured in Unified CCX Administration.)
If automatic state changes are enabled, agents are automatically changed from the
Work state to the Ready state (or to the Not Ready state, if they select that state while
still on a call) after they enter wrap-up data.
Automatic state changes can be enabled or disabled only on the work flow group level.
To enable or disable automatic state changes:
1.Select the Wrap-up Data node under the work flow group whose automatic state changes you want to enable or disable.
2.Select or clear the Enable Automatic State Change check box.
3.Click Apply.
