Current functionality:
Agent Assist only works while a call is connected. Agents must open it during the call, or have it already open from earlier in the call.

If an agent opens Agent Assist for the first time after hanging up, it can’t load that call’s context. It starts without it, so the Knowledge Base, AI Checklist results and call transcript don’t appear, or the panel stays stuck loading.
The information loads normally if the panel was opened before the call ends.
As a result, an agent who doesn’t open Agent Assist before the call ends loses access to the AI output from that call.

Desired functionality:
Transcript, Knowledge Base content and AI Checklist results for a call should stay accessible in the Agent Assist tab after the call ends, including during wrap-up and disposition. This should hold even if the agent never opened the panel during the call. The AI data is already generated during the call, so opening the tab afterward should show it rather than fail to load.

Why this is important:
-Adoption and ROI of the AI add-ons. Customers pay extra for Agent Assist. Removing the “open it first” requirement means they get full value from it on every call, not only the calls where the panel happened to be open.
-Agent and quality review. Agents and supervisors can review checklist compliance and transcripts after the call, which supports coaching and performance review.
-Better wrap-up and dispositions. Agents can refer to the transcript or KB content while writing notes and choosing a disposition.