Force wrap

I’m not entirely certain what you mean by this. If you mean stop agents using particular types of Forced Wrap (say maybe preventing them from using Demo mode) then no, this is not possible, If you’re referring to getting agents back to Idle at the end of a call without having any wrap time or limiting the wrap time to maybe 30 seconds, there is no Out of The Box mechanism to do this and you’d need to look at adding something into the agent app that performed this function for you. 

That said, I would generally advise against this as this is the type of thing in a contact centre that should be managed through training. If an agent needs a little more time to wrap up a call, this (in my opinion) should be allowed. If they regularly take more time, they need to be managed or trained and cutting off the wrap time may lead to other quality problems. 

Thank you for the reply Damian,

They have the standard wrap up which will allow us to pull reports on anything that comes in and reason for calls. However there's a secondary wrap up function which will wrap the call all together and place that as unknown when pulling reports. so i was just wondering if we can remove the access to the force wrap up and only let them wrap via the standard wrap up process 

Ah. so remove the Wrap Up feature from the CTI Toolbar altogether. No, there is no configuration option for this, I’m afraid.