In UCCX 11.6 we automatically put many of our agents into work state at the end of a call and require them to select a wrap-reason before going ready again. Unfortunately, the agents only select a wrap-reason about 40% of the time. The reason this occurs is that the agent simply forgets, then the wrap-up timer expires, and the agent is automatically put back into ready mode.
Is there a way to force an agent to select a wrap-reason at the conclusion of a call, before they can take any other actions? Ideally, I'd like to have their Finesse session lock into not ready mode until a wrap-reason is selected. Another possibility would be a popup reminder at the conclusion of a call.
