Wrap-up Code Prediction¶
This feature introduces GenAI-based disposition prediction to assist agents during conversation wrap-up. By leveraging LLM (Large Language Model) capabilities through the GenAI tools, the system automatically suggests disposition codes based on conversation transcripts and predefined disposition metadata. This reduces manual effort, improves tagging consistency, and enhances reporting accuracy.
Administrators can access Wrap-up Code Prediction by navigating to Contact Center AI > Configurations > Settings > Advanced Settings > Wrap-up Code Prediction.
Enable the toggle to activate Wrap-up Code Prediction.
This generates intelligent disposition suggestions based on the actual content of the conversation.