Storyboard — Agent Assist End-of-Call Documentation

Module Metadata

Authoring Tool: Articulate Storyline 360
Seat Time: 7–9 minutes
Audience: Call center agents (new hires & tenured)
LMS: Cornerstone — assigned by Bill to all agents
Objective: Complete end-of-call documentation using Five9 Agent Assist — wrap-up through case resolution
Screenshots: Mini Modules / AA_captures — 1920×1080 PNG
Publish: SCORM 1.2 or 2004

Storyline Project Setup

Slide Size: 16:9 (1920×1080)
Player: Modern, simplified (Prev/Next, progress bar, seekbar disabled)
Brand Colors: Purple #5B2D8E highlights — white text boxes — dark gray #333 captions
Font: Segoe UI or Open Sans
Layers: Base layer (screenshot) + highlight layers per slide

Highlight box:

Rounded rect, 2-3px purple border, 15-20% yellow fill #FFF3CD. Duplicate & reposition per slide.

Zoom effect:

Stack cropped zoom image over full screenshot. Grow entrance (0.5s) + dim overlay behind for focus.

Cross-fade:

Stack both screenshots on same slide. Fade-out exit (0.3s) on top image at cue point reveals second.

Captions:

Lower-third box: #333 at 85% opacity, white text 18-20pt, Y:850px.

AI Voiceover Production

Recommended: ElevenLabs (best quality) • Murf.ai • Azure TTS ("Jenny Neural")
Export: MP3 128kbps, one file per slide: slide_01_intro.mp3
Pacing: ~130 wpm. Add ... between sentences for natural pauses
Import: Insert → Audio → Audio from File → "When timeline starts"

INTRO — Slides 1–2

Title Slide

No screenshot — branded background

~5s

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On-Screen Text

Agent Assist: End-of-Call Documentation
How to use Five9 Agent Assist to document your outbound calls

Animation

Title fades in (0.5s), subtitle fades in (0.5s delay)

Narration

Agent Assist — End of Call Documentation. In this module, you'll learn how to use Five9 Agent Assist to efficiently document your outbound calls.

What Is Agent Assist?

No screenshot — text + optional icon

~20s

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On-Screen Text

Five9 Agent Assist is an AI tool built into your Five9 adapter. It listens to your calls in real time and automatically generates a summary when the call ends.

Your job: accept the summary, copy it into the phone call record, and complete the remaining fields. Agent Assist handles the notes — you focus on wrapping up efficiently.

Key Points (appear sequentially)

1. AA = Five9 Agent Assist (not Microsoft Copilot)
2. Summary lands in the Timeline tab (you'll copy it to Description)
3. All calls are recorded (safety net if a summary ever has an error)

Narration

Five9 Agent Assist... is an AI tool built into your Five9 adapter. It listens to your calls in real time... and automatically generates a summary when the call ends. Your job is simple — accept the summary, copy it into the phone call record, and complete the remaining fields. Agent Assist handles the notes. You focus on wrapping up efficiently.

LESSON 2 — End-of-Call Flow — Slides 3–10

Step 1 — Call Ends, Enter Wrap-Up

AA_01_caller_disconnected.png → AA_02_wrapup_mode.png

~25s

▼

Animation Sequence

0sFull screenshot (AA_01): "Caller Disconnected" state
1sHighlight zooms onto "Caller Disconnected" banner
4sHighlight shifts to "Set Disposition..." button
7sCross-fade to AA_02 (wrap-up state)
8sHighlight onto "Agent Call: Wrap Up" + timer
12sTip callout: "Wrap-up time is limited — start your disposition immediately."

Caption

When the caller hangs up, the adapter shows "Caller Disconnected," then transitions to Wrap-Up mode. The timer is running — this is your documentation window.

Narration

When the caller hangs up... or you end the call... the Five9 adapter shows a Caller Disconnected banner. It then transitions to Wrap-Up mode. Notice the adapter now reads Agent Call — Wrap Up... with a running timer. This is your documentation window. The clock is ticking... so start your disposition right away.

Step 2 — Set Disposition

AA_03_disposition_panel_open.png → AA_04_disposition_selected.png

~30s

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Animation Sequence

0sFull screenshot (AA_03): disposition panel open, nothing selected
1sHighlight onto "Select Disposition" dropdown + search bar
4sHighlight shifts to disposition list
7sHighlight shifts to "Quick lookup" — Recent/Frequent tabs
10sCross-fade to AA_04: disposition selected
11sHighlight onto selected disposition row
14sHighlight onto "End Interaction" button (now active/blue)
17sTip: "Choose the disposition that matches the primary reason for the call."

Caption

Click "Set Disposition" to open the dropdown. Search or scroll to find the right code. Use Quick Lookup for your most-used dispositions. Once selected, the End Interaction button turns blue.

Narration

Click Set Disposition at the bottom of the adapter panel. A searchable dropdown appears with all your available disposition codes. You can type in the search bar... scroll through the list... or use the Quick Lookup tabs for your most recent or frequently used codes. Select the disposition that best matches the primary reason for the call. Once you've made your selection... notice the End Interaction button is now active and ready to click.

Step 3 — End Interaction

AA_05_end_interaction_ready_state.png

~20s

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Animation Sequence

0sFull screenshot: adapter in ready state
1sHighlight onto adapter home state (name, extension, status)
4sHighlight shifts to call list — new entry visible
7sHighlight shifts to agent stats (Calls, AHT)
10sPulse animation on call entry — "click this next"

Caption

Click "End Interaction." The adapter returns to ready state. Your call stats update, and the new call entry appears in your My Calls Today list.

Narration

Once your disposition is selected... click End Interaction. The Five9 adapter returns to its ready state. You'll see your call stats update... and the new call entry now appears in your My Calls Today list. This entry is what you'll click to open the phone call record and finish documenting.

Step 4 — Open the Phone Call Record

AA_06_phone_call_record_open.png

~25s

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Animation Sequence

0sFull screenshot: Phone Call tab active
1sHighlight onto Phone Call tab
3sFlash highlight on Timeline tab — "AA summary lives here"
6sHighlight shifts to call metadata fields
9sHighlight onto empty Description field — "This is where the summary goes"
13sCallout pointing to "Form assist" button

Caption

Click the call entry to open the phone call record. You'll see the Phone Call tab with call details and an empty Description field. The Timeline tab — where the AA summary lives — is right next to it.

Narration

Click on the call entry from My Calls Today to open the phone call activity record. It opens on the Phone Call tab... showing your call metadata — who called, the phone number, and the direction. Notice the Description field is empty right now. That's where the Agent Assist summary will go. And see the Timeline tab right next to Phone Call?... That's where we're headed next.

Step 5 — Copy the AA Summary from Timeline

AA_07_timeline_aa_summary.png + AA_08_timeline_summary_expanded.png

~30s

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Animation Sequence

0sFull screenshot (AA_07): Timeline tab active
1sHighlight onto Timeline tab
3sHighlight onto "Note modified by Five9-Agent-Assist-PRD"
6sHighlight expands to full summary block
9sZoom to AA_08 (expanded summary text)
13s"Select all" effect — blue selection sweeps across text
15s"Copied!" badge appears
17sCallout: "Auto-populate coming soon — for now, copy and paste."

Caption

Click the Timeline tab. Find the entry from Five9-Agent-Assist-PRD — this is your Agent Assist summary. Select and copy the full summary text.

Narration

Click the Timeline tab. This is where Agent Assist posts its AI-generated call summary. Look for the entry from Five-Nine Agent Assist P-R-D. It contains the full summary... including the call ID, timestamps, and the AI-written notes. Select and copy this entire summary text. A heads-up — an update is coming that will auto-populate this summary directly into the Description field... which will eliminate this copy-paste step. But for now... select it, copy it, and we'll paste it in the next step.

Step 6 — Paste Summary into Description

AA_09_description_pasted.png

~25s

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Animation Sequence

0sFull screenshot: Description now populated
1sHighlight onto Phone Call tab
3sHighlight onto Description field (filled)
5sZoom into Description to read summary text
10sZoom back out
12sHighlight onto Category + Call To fields
15sCallout: "No need to review — all calls are recorded as a safety net."

Caption

Switch back to the Phone Call tab and paste the summary into the Description field. No need to review or edit — all calls are recorded if anything ever needs a second look.

Narration

Switch back to the Phone Call tab. Click into the Description field... and paste the Agent Assist summary you just copied. You do not need to review or edit the summary. Agent Assist captures the key details for you. All calls are recorded... so in the rare case a summary ever contains an error... the original call recording can be pulled for reference.

Step 7 — Fill in Regarding & Remaining Fields

AA_10_regarding_and_custom_fields.png

~25s

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Animation Sequence

0sFull screenshot: scrolled to Regarding + Custom Fields
1sHighlight onto Regarding field (populated)
5sHighlight shifts to Category field
8sHighlight onto Five9 Custom Fields section
10s"Auto-populated — do not edit" overlay
13sHighlight fades

Caption

Complete the remaining fields: link the Regarding field to the correct account, set the Category, and confirm the Duration. The Five9 Custom Fields auto-populate — don't edit those.

Narration

Now complete the remaining fields on the phone call record. The Regarding field links this call to the correct account — search by account name or number. Set the Category... and confirm or adjust the Duration. You'll notice the Five-Nine Custom Fields section at the bottom. These auto-populate with call metadata like Call ID, Session ID, and Campaign. You don't need to edit these — they're filled in automatically.

Step 8 — Save, Then Convert to Case

AA_11_convert_to.png → AA_12_convert_to_case_popup.png

~35s

▼

Key callout: Save the phone call record FIRST. If you convert without saving, you may get an error.

Animation Sequence

0sFull screenshot (AA_11): Process dropdown visible
1sHighlight onto "Save" button — callout: "Save first!"
4sHighlight shifts to Process button
6sHighlight onto "Convert To"
8sHighlight onto "To Case"
11sCross-fade to AA_12: confirmation popup
12sHighlight onto popup text
15sHighlight onto "OK" button
18sCallout: "Not every call needs a case. If resolved, just Save & Close."

Caption

Important: Save the phone call record first, then convert. Click Process → Convert To → Case → OK. If the issue was fully resolved, simply Save & Close instead.

Narration

If the call requires follow-up — like a case creation, task assignment, or escalation — you'll convert the phone call to a case. But first... make sure you save the phone call record. If you try to convert without saving, you may get an error. Click Save in the toolbar... then click Process... then Convert To... then select To Case. A confirmation popup appears asking if you want to close this phone call and convert it to a case. Click OK. But keep in mind — not every call requires a case. If the issue was fully resolved on the call... you can simply Save and Close the phone call record instead.

LESSON 3 — Case & Task Lifecycle — Slides 11–17

The New Case Record

AA_13_new_case_record.png

~20s

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Animation Sequence

0sFull screenshot: new case record
1sHighlight onto Case Details (title, number, customer)
4sHighlight onto Timeline — phone call entry carried over
7sHighlight onto Assistant panel
10s"+" icon pulses on Timeline
13sCallout: "Phone call data + AA summary carries over automatically."

Caption

After conversion, the case record opens with your call data carried over. The Timeline shows the original phone call. From here, you'll add a task if follow-up is needed.

Narration

After conversion... D365 opens the new case record. Your phone call data — including the Agent Assist summary — carries over automatically into the Timeline. You can see the case title, case number, and customer details at the top. Now let's add a task to track the follow-up work.

Add a Task — Open the Menu

AA_14a_task_menu.png

~15s

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Animation Sequence

0sFull screenshot: "+" menu open on Timeline
1sHighlight onto "+" button
3sHighlight onto Activity dropdown (Appointment, Phone Call, Task...)
5sHighlight onto "Task" specifically
8sCallout: "Task is the most common for follow-up work."

Caption

Click the "+" on the Timeline to open the activity menu, then select Task.

Narration

To add a follow-up task... click the plus icon on the Timeline toolbar. A dropdown appears with activity options — Appointment, Phone Call, Task, and more. Select Task.

Task Category — Search, Select, Mark Complete

AA_14b_task_category_menu.png → AA_15_mark_complete.png

~25s

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Mark Complete ×2: 1st click saves the task (no visible change — that's normal). 2nd click closes the task and returns to the case.

Animation Sequence

0sFull screenshot (AA_14b): Task form, Category dropdown open
1sHighlight onto Subject field
3sHighlight onto Category field with search dropdown
5sZoom into dropdown — Truck Addition, Truck Closure, Truck Transfer, Truck Vysor
8sCallout: "Start typing to search — list filters as you type."
11sCross-fade to AA_15: category selected
12sHighlight onto selected category
14sHighlight onto "Mark Complete" button
16sTwo-step callout: "1st click: saves — 2nd click: closes task"

Caption

Type in the Category field to search for the right task type. Select it, then click Mark Complete twice — the first click saves, the second closes the task.

Narration

The New Task form opens with a Subject field and a Category field. Start typing in the Category field to search... the list filters as you type. Select the category that matches the follow-up action needed. In this example, we're selecting Truck Addition. Once you've set the category and filled in any details... click Mark Complete in the toolbar. Here's something important — click it twice. The first click saves the task, but you won't see any visible change on screen. That's normal. Click Mark Complete again, and the task closes and takes you back to the case.

Case with Completed Task

AA_16_case_and_task.png

~20s

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Animation Sequence

0sFull screenshot: case with updated Timeline
1sHighlight onto Timeline
3sHighlight onto completed task entry — "Task completed by Adam Wick"
6sHighlight onto original phone call entry below
9sCallout: "Timeline shows both the completed task and original phone call."
12sHighlight onto Assigned Group field (empty — next step)

Caption

The Timeline now shows your completed task above the original phone call. Both are part of the case record. Next, assign the case to the right group.

Narration

Back on the case record... the Timeline now shows both your completed task and the original phone call entry. The task shows as completed by you with the category and timestamp. Now we need to assign this case to the right group for routing.

Assign the Case Group

AA_17_assigned_group.png

~20s

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Animation Sequence

0sFull screenshot: Assigned Group dropdown open
1sHighlight onto Assigned Group field — "utah" typed
3sZoom into dropdown: Utah CS, Email Team, Fulfillment, Maintenance, Magtool
6sHighlight onto "Utah Customer Service"
9sCallout: "Type to search. Select your team's routing group."
12sHighlight onto "Required fields" banner at top

Caption

Type in the Assigned Group field to search. Select the appropriate group — in this case, Utah Customer Service. This field is required for case routing.

Narration

Click into the Assigned Group field and start typing to search. You'll see matching groups appear — in this example, typing utah shows Utah Customer Service, Utah Email Team, Utah Fulfillment, and more. Select the group that matches your team's routing rules. For most customer service calls... you'll select Utah Customer Service. Note the banner at the top — Assigned Group is a required field, so make sure it's filled in before resolving.

Resolve the Case

AA_18_resolve_popup.png

~25s

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Animation Sequence

0sFull screenshot: "New Case Resolution" popup
1sHighlight onto popup title
3sHighlight onto Resolution Type — "Problem Solved"
5sZoom into Resolution field
8sHighlight onto Billable Time / Total Time
10sHighlight onto "Save & Close" button
13sCallout: "'Problem Solved' is the most common Resolution Type."

Caption

Click Resolve Case in the toolbar. Set the Resolution Type (usually "Problem Solved"), confirm the resolution details, then click Save & Close.

Narration

When the case is fully documented and ready to close... click Resolve Case in the toolbar. The New Case Resolution popup appears. Set the Resolution Type — Problem Solved is the most common option. The Resolution field may auto-populate or you can type a brief description. Confirm the billable time if applicable... then click Save and Close to resolve the case.

Case Resolved — Confirmation

AA_19_case_closed.png

~20s

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Animation Sequence

0sFull screenshot: resolved case
1sHighlight onto "Read only: Resolved" banner
4sHighlight onto case status: Resolved
7sHighlight onto Assigned Group: Utah Customer Service
9sHighlight onto Timeline — full history
13sSuccess callout: "Case resolved. Full trail preserved in Timeline."

Caption

The case is now resolved. The record is read-only and the full history — phone call, task, and resolution — is preserved in the Timeline.

Narration

The case is now resolved. Notice the banner at the top — the record is now read-only. The status shows Resolved, the Assigned Group confirms Utah Customer Service, and the Timeline preserves the complete history — your case resolution, the completed task, and the original phone call with the Agent Assist summary. Everything is documented and accounted for.

WRAP-UP — Slides 18–19

Quick Reference Checklist

No screenshot — text slide with checkmarks

~25s

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On-Screen Checklist

Call ends → enter Wrap-Up
Set Disposition → select the correct code → End Interaction
Open the Phone Call record from My Calls Today
Timeline tab → copy the AA summary
Phone Call tab → paste into Description
Fill in Regarding, Category, and remaining fields
Save & Close — or if follow-up needed: Save first, then Convert to Case

If converting to a case:

Add a Task → select the right Category → Mark Complete
Set the Assigned Group (e.g., Utah Customer Service)
Resolve Case → Save & Close

Coming soon: Steps 4–5 go away once AA auto-populates Description.

Narration

Here's your quick reference checklist. Step one — call ends, enter wrap-up. Step two — set disposition, select the correct code, and end interaction. Step three — open the phone call record. Step four — go to the Timeline tab and copy the Agent Assist summary. Step five — switch to Phone Call tab and paste into Description. Step six — fill in Regarding, Category, and remaining fields. Step seven — Save and Close... or if follow-up is needed, save first, then Convert to Case. If you convert to a case... step eight, add a task with the right category and mark it complete. Step nine, set the Assigned Group. And step ten, Resolve the Case. Remember — steps four and five will go away once the auto-populate update goes live.

Summary & Close

No screenshot — branded close

~10s

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On-Screen Text

Agent Assist handles your call summaries so you can wrap up faster. Accept it, complete your fields, and move on to the next call.

All calls are recorded — you're covered if anything ever needs a second look.

Questions? Reach out to your Team Lead.

SCORM trigger: Timeline ends → set cmi.completion_status to "Complete." Publish as SCORM 1.2 for Cornerstone.

Narration

Agent Assist handles your call summaries so you can wrap up faster. Accept the summary... complete your fields... and move on to the next call. All calls are recorded, so you're covered if anything ever needs a second look. If you have questions, reach out to your Team Lead. Thanks for completing this module.

Screenshot → Slide Mapping

Slide	Screenshot(s)	Primary Zoom Target
3	`AA_01`, `AA_02`	Caller Disconnected → Wrap Up timer
4	`AA_03`, `AA_04`	Disposition dropdown → End Interaction
5	`AA_05`	Ready state → call list → stats
6	`AA_06`	Phone Call tab → empty Description
7	`AA_07`, `AA_08`	Timeline → AA summary text
8	`AA_09`	Description (zoom to read)
9	`AA_10`	Regarding → Five9 Custom Fields
10	`AA_11`, `AA_12`	Save → Process → Convert popup
11	`AA_13`	Case details → Timeline
12	`AA_14a`	"+" menu → Task
13	`AA_14b`, `AA_15`	Category search → Mark Complete
14	`AA_16`	Completed task + phone call
15	`AA_17`	Assigned Group → Utah CS
16	`AA_18`	Resolve popup → Save & Close
17	`AA_19`	Resolved banner → Timeline history

Open Items / Questions for Bill

Auto-populate timeline: Steps 4–5 are current process. Once auto-populate goes live, we revise. Target date?
Disposition code list: Link a reference within the module, or covered elsewhere?
Wrap-up timer duration: State it explicitly so agents know their window?
Knowledge check: 2–3 quiz questions for Cornerstone tracking, or seat-time sufficient?
AA downtime: Include a "what to do when AA fails" slide, or separate resource?
Voiceover voice: Preference on gender/tone? Recommend neutral professional American English.
Screenshots: If Bill wants different data in any grabs, we can retake or edit.