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Excerpt

Disposition codes describe the outcome of an interaction. The following list contains examples of possible disposition codes:

  • No answer
  • Sent documentation
  • Call again in 7 days
  • Wrong number

You can use disposition codes in various ways, such as reporting on agent or team activity, or ensuring that any further action relating to the interaction is taken.

Enforced disposition codes feature

To ensure that agents always provide a disposition code for an interaction, use the enforced disposition codes feature. This feature prevents Vonage Contact Center from assigning the next interaction to an agent until the agent has provided a code for their previous interaction. In addition, agents cannot make outbound calls until they have provided a code.