Removing this button, even if you could, wouldn't solve anything. The agent just as easily could pick up the handset and perform the same action as pressing this button. You need to look at your reporting and have defined metrics which the agents must understand. In addition, you need supervisors/managers who know how to read reports, understand them, and act accordingly. For example, going into talking state will put an agent in the bottom of the queue for getting the next call however the reporting impact will be that their average talk time will be a lot lower than a "good" agent. In addition, the amount of handled calls will be lower than a "good" agent. Additionally, you can look at a detailed agent report and see agents changing states just for a few seconds which will tell you that you have a "bad" agent you will need to deal with.
david
PS: The technology is a tool, don't expect it to solve all your problems. Everyone in the call center has to do their part to ensure you're getting the best use out of the technology.
