“Call wrap up” should be non-selectable for agents (only set automatically after a call), since it’s currently a system reason that can’t be archived or hidden from the Away reasons list.
If additional Call Wrap up time is needed, they can use a different custom away status like “Case Work”.
Additionally “On a call” should not be selectable by any user” this should obnly be set via the system when an agent is on a call.
Submitted
Prevent Call Wrap Up from being selected as Away status by Agent
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