Agent Assist AI-assisted disposition codes
If the Agent Assist AI-assisted disposition code feature is enabled for your account, a disposition code may be suggested at the end of an interaction. The suggestion is based on an analysis of the interaction's transcription, which is compared against the descriptions of available disposition codes.
Real-time transcription for calls must be enabled in Agent Workspace for your account for Agent Assist AI-assisted disposition codes to work.
Only disposition codes that include a description can be used for suggestions. For information about creating disposition codes and adding descriptions, see Using Interaction Logging.
If the agent has not selected a disposition code by the end of the interaction, the suggested code is automatically applied. If the agent has already selected a code, the suggestion is still identified but does not replace the agent’s selection. For more information, see the Agent Assist AI-assisted disposition codes section in Logging an interaction in Agent Workspace.
For general assistance, please contact Customer Support.
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