Set Up Data Mapping for Dispositions, Notes, and Tags

In Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice), agents can assign dispositions, tags, and notes to calls. You can set up data mapping so that these values appear in voice call records in Salesforce. For example, if the agent assigns the call a disposition of Resolved, the Disposition field in the voice call record displays a value of Resolved. These values also map to the Primary Disposition, Disposition Comments, and Tags fields of the Active Contacts and Contact History reports in NiCE CXone.

Agents must refresh the voice call record after a call is disconnected to see the mapped data. To do this, select the drop-down arrow next to the selected voice call record and click Refresh Tab.

Before You Begin

In NiCE CXone, ensure dispositions and tags are assigned to the voice skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to enable data mapping for.

Verify Fields in the Voice Call Object

In order for dispositions, tags, and notes to appear in voice call records, the voice call object in Salesforce must have these fields:

• CXNotes

• Disposition

• Tags

Those fields will appear in voice call records and offer a place for the dispositions, tags, and notes to appear. They are automatically imported into the voice call object when you install the latest version of Agent Workspace for Salesforce Voice (Agent for SCV). Verify that these fields have been imported into your voice call object.

1. Open Salesforce and click Setup in the top right corner. Launch the Setup application.

2. Click the Object Manager tab at the top, then select the Voice Call object.

3. Click Fields & Relationships in the left menu. Make sure that CXNotes, Disposition, and Tags are listed on the page that appears. If they are not listed, you do not have the latest version of Agent Workspace for Salesforce Voice (Agent for SCV) installed. Install it, then repeat these steps.

Configure Voice Call Page Layout

Configure the Voice Call object record page layout to display required call details such as disposition, call flow navigation, and notes to agents and supervisors.

1. Open Salesforce and click Setup in the top right corner. Launch the Setup application.

2. Use the Quick Find box to search for Object Manager, then click Object Manager.

3. Search for Voice Call in the Object Manager list, then click Voice Call.

4. Click Page Layouts.

5. Open Voice Call Layout.

6. In the layout editor, search for the required fields. Eg: CXNotes (for Disposition), Call Next (for Call Flow tracking) and Call Previous (for Call Flow tracking)

7. Drag and drop the required fields into the appropriate section of the layout.

8. Arrange the sections for visibility and usability.

9. Click Save.

   After this configuration, agents can view additional call details directly on Voice Call records.

Next, open the page layout of the voice call object in Salesforce to check that the CXNotes, Disposition, and Tags fields appear there. You can also configure where in the voice call record they appear.

Migrate Wrap-Up Dispositions to Companion App

Starting with Package 26.3, the disposition UI moves from the Voice Extension to the Wrap-Up section in the Companion App. You can use this new location to submit call dispositions after voice interactions.

If you currently use dispositions through the Voice Extension, you must update your Voice Extension configuration. This ensures that the new disposition UI and your existing indicators continue to function correctly.

Before and After: Disposition UI Location

The following table shows how the disposition UI location changes after you complete the migration.

Before (Voice Extension)	After (Companion App Wrap-Up Section)
The disposition UI appears inside the Voice Extension panel during a call. View image	The disposition UI appears in the Wrap-Up section on the right side of the voice call record in the Companion App. View image

Confirm the following before you start the migration:

• Your CXone environment is upgraded to Package 26.3 or later.

• You have Salesforce System Administrator permissions, or equivalent access to modify Lightning App Builder pages and Partner Telephony Contact Centers settings.

• You know which Voice Extension currently contains the disposition configuration.

Remove the Old Disposition UI from the Voice Extension

You must delete the existing Voice Extension that contains the disposition configuration. This prevents duplicate disposition controls from appearing for agents.

1. In Salesforce, navigate to Setup > Lightning App Builder.

2. Locate the existing Voice Extension that contains the disposition configuration.

3. Delete the Voice Extension.

Create a New Voice Extension

1. Go to Setup > Lightning App Builder.

2. Select New.

3. Select Voice Extension, and then select Next.

4. Enter a name for the Voice Extension.

5. Select One Region.

6. Select Done.

7. From Custom Managed Components, drag the TabControl component to the canvas.

8. Select Save, and then select Activate.

Associate the New Voice Extension with the NICE Contact Center

After you remove the old Voice Extension, associate the new Voice Extension with your NICE Contact Center configuration. This links the updated extension to your telephony environment.

1. In Salesforce, navigate to Setup > Partner Telephony Contact Centers.

2. Open the NICE Contact Center configuration.

3. Click Edit.

4. In the Voice Extension section, select the newly created Voice Extension from the dropdown list.

5. Click Save.