Within current functionality, wrap time only applies to inbound calls. Because of this, we are running into the issue where agents disconnect from a manual outbound call and immediately receive an inbound call.

The suggested workaround to make the "Post Call State" an unavailable state is not a feasible or sustainable solution for our company. Relying on agents to manually adjust their status to available introduces too much room for inconsistency and leadership has identified several issues with this manual process:
-Inconsistency: Relying on manual actions introduces a high risk of agents forgetting to update their status, leading to inconsistent workflows.
-Reduced Automation Benefits: It negates the advantages of an automated post-call process, which is crucial for streamlined operations.
-Operational Friction: The current limitation is causing significant operational challenges for the team.
-Reporting Inaccuracy: Manual status updates can lead to inaccurate reporting on agent availability and work time.