Disposition timing lets you control how Contact Center AI Platform (CCAI Platform) behaves when an agent manually changes their status to wrap-up. By default, when an agent enters wrap-up status, the system attributes their wrap-up disposition code and notes to the most recent call or chat session. With disposition timing, you can let agents attribute their disposition code and notes to a previously completed session. You can also let agents modify disposition codes and notes for previously completed sessions.
Before you begin
Configure wrap-up and disposition codes for your queues. For more information, see Queue-level wrap-up settings and Disposition codes and lists.
Configure manual wrap-up attribution
You can configure how CCAI Platform attributes disposition codes and notes during manual wrap-up. That is, when an agent manually changes their status to wrap-up. You can have the system automatically attribute the disposition code and notes to the last session, or you can have the agent adapter present a list of previous sessions that the agent can attribute the disposition codes and notes to.
To configure manual wrap-up attribution, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up > Manual Wrap-up section.
To attribute manual wrap-up to the last session, select the Automatically attribute manual wrap-up to the last call or chat session checkbox.
To present a list of previous sessions in the agent adapter for the agent to attribute manual wrap-up to, select the Select the call or chat session to attribute manual wrap-up to checkbox.
To configure the list of previous sessions in the agent adapter, select one of the following:
Display the list of the last [INTEGER] calls and chats. Set the number of call and chat sessions to display in the agent adapter.
Display the list of the calls and chats within the last [INTEGER] hours. Set a time period, in hours. Sessions that ended within that time period are displayed in the agent adapter.
Click Save Wrap-Up.
Let agents edit disposition codes and notes for previous sessions
Disposition codes and notes for previous sessions appear in the agent adapter for only 15 to 30 minutes after a session ends. After that, they can't be edited. However, agents can still enter new notes, which appear in a new CRM record.
To let agents modify disposition codes and notes for previous sessions, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up > Manual Wrap-up section.
Select the Allow agents to modify the disposition code and notes of previously completed sessions checkbox.
Click Save Wrap-Up.
Changes are saved in a new CRM record. The original CRM record is unchanged. The system overwrites the existing session metadata file with a new session metadata file.
Turn on CRM record autoload
CRM record autoload is for agents using an agent adapter embedded in a CRM. With CRM autoload, when an agent selects a previous session to attribute wrap-up to, the associated CRM record automatically displays.
To turn on CRM record autoload, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up > Manual Wrap-up section.
Select the Automatically load CRM record when switching between calls and chats checkbox.
Click Save Wrap-Up.
Reporting
The system tracks each manual wrap-up disposition submission as a separate wrap-up period with its own start and end time.
If agents frequently use manual wrap-up, you might see an increase in the number of wrap-up records per session. Consider the latest disposition as the final outcome.
The system attributes each wrap-up period's elapsed time to the session that the agent selected when they submitted the disposition.