Enable Disposition, Indicator, and AI Noise Cancellation Tabs

You can configure the Indicator and Noise Cancellation tabs to appear when agents click More at the bottom of Agent Workspace for Salesforce Voice:

  • Disposition: This tab allows agents to assign a Disposition, Tags, and Disposition Notes to a call.

    The UI location for Disposition dchanges from the Voice Extension to the Companion App.

  • Indicator: This tab displays configured indicatorsClosed Custom menu items configured by an administrator. to agents.

  • Noise Cancellation: This tab allows agents to control AI Noise Cancellation features.

These tabs make those key features easier for agents to access.

Complete each of these tasks in the order given.

Before You Begin

Make sure you've installed the latest version of Agent Workspace for Salesforce Voice.

Related custom components

The Disposition, Indicator, and AI Noise Cancellation tabs use several custom Salesforce components. Some components are intended for direct configuration, while others are used internally by the application.

  • autoSummary: This component displays AI-generated interaction summaries in Salesforce. Add it to the Voice Call Record page to enable agents to view automatically.

  • callControls: Add this component to a Voice Extension as a standalone component. It displays the contact and agent indicators configured in the Studio script.

  • callDisconnectIndicator: Add this component to the Voice Call Record page. It displays a toast notification when a call is disconnected by either the platform or the agent.

  • Multi Select Combobox and Multi Select Combobox Item: These components are used internally by the Disposition component and do not require customer configuration.

  • noiseCancellationControls: This component is deprecated and will be removed in a future release.

  • tabControl: This component was used to display both the Indicator and AI Noise Cancellation controls within a Voice Extension.

Create a Lightning Page

Create a Lightning page in Salesforce that holds the Disposition, Indicator, and AI Noise Cancellation tabs.

  1. Open Salesforce and click Setup icon of a lightning bolt inside a gear. in the top right corner. Launch the Setup application.

  2. Use the Quick Find box to search for Lightning App Builder, then click Lightning App Builder.

  3. Click New.

  4. Select Voice Extension from the list on the left, then click Next.

  5. Give the Lightning page a Label, such as Disposition Handling. Click Next.

  6. Select a page template from the list on the left, then click Done.

  7. In the Lightning App Builder, search for the tabControl custom component. Click and drag it on to the Lightning page.

  8. Click Save > Activate.

Add the Lightning Page to the Contact Center

Add the Lightning page you created in the previous section to the contact center in Salesforce.

  1. In Setup icon of a lightning bolt inside a gear., use the Quick Find box to search for Partner Telephony Contact Centers, then click Partner Telephony Contact Centers.

  2. Select the NICE CXone for Service Cloud Voice contact center.

  3. Click Edit.

  4. In the Voice Extension drop-down, select the voice extension Lightning page you created in the previous section.

  5. To have the Disposition, Indicator, and Noise Cancellation tabs always appear to agents using SCV, select the box for Let the Voice extension always show in the call control extension for this telephony provider. If you do not select this checkbox, the tabs only appear to agents while they're handling calls.

  6. Click Save.