Hi Chris,
This behaviour can be changed by following the steps in the attached document:
Why Does Cisco Agent Desktop Go into Work State after Finishing a Call and Disconnecting
After the Agent finishes a call and disconnects, Cisco IP Integrated Contact Distribution (IP ICD) puts the agent in the Work State Ideally, the IP ICD should put the agent in a Ready State when the agent finishes a call, Instead, the agent is placed in the Work State. The agent then has to manually put themself into the Ready State.
Here is a link to the actual doc:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c954b.shtml
Hope this helps!
Rob
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