Hi,
We have a use case where customer would like to force agents to execute specific wrap-up actions before transitioning to ready state after a call. If we use vanilla Finesse with agent state control in the heading bar, is it possible to "disable" agent state control until the agent has executed the tasks expected, in a custom gadget?
So, during the call, we would set the agent in wrap-up pending state and load custom wrap-up gadget with correct context. Once the call ends, the user will be in wrap-up state. In practice we would like to "grey out" the state control (not possible, I guess) or cancel the state change event until the expected task have been executed by the agent.
Is this doable by means of Finesse APIs?
