Smart disposition

Smart disposition

Smart disposition is a new AI-powered capability that automatically suggests a disposition code at the end of a session. This reduces manual work for agents and improves data consistency.

Administrators: There's a new Smart Disposition toggle in the following locations:

• The Settings > Operation Management > Wrap-up > Automatic wrap-up for inbound calls > Disposition Codes & Notes for calls > Disposition Codes section. • The Settings > Operation Management > Wrap-up > Automatic wrap-up for outbound calls > Disposition Codes & Notes for calls > Disposition Codes section. • The Settings > Operation Management > Wrap-up > Automatic wrap-up for chats > Disposition Codes & Notes for chats > Disposition Codes section.

User experience change: When smart disposition is turned on, a suggested disposition displays in the Disposition field of the Wrap-up screen in the agent adapter.

For more information, see Smart disposition.