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Agents can add disposition codes to interactions in three ways, depending on which features are configured for your account:
- Using ContactPad. If enabled for your account, agents can add a disposition code using ContactPad. For more information, see Logging an interaction in ContactPad.
- Using the Web API. For information about using the Web API to set disposition codes, see Setting disposition code for the call.
Using the Log a Call area in Salesforce. If you are using Vonage Contact Center in Salesforce, you can configure your integration to enable agents to set a disposition code during or after
a callan interaction.
For more information, see Disposition codes in VCC in Salesforce.
Disposition codes in VCC in Salesforce
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Agents can set a disposition code using the Salesforce Log a Call area for voice interactions only. |
If you have integrated VCC into Salesforce, your Salesforce administrators can add a disposition code field to the Log a Call area. For information about adding a disposition code field to the Log a Call area in Salesforce and using the enforced disposition codes feature, see Configuring disposition codes for Vonage Contact Center in Salesforce.
Agents can then select the disposition code while taking call notes either during or after a callvoice interaction. For information about setting a disposition code using Log a Call in Salesforce, see Setting disposition codes for Vonage Contact Center in Salesforce.
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