If the Call Logging feature is enabled for your account, admin users can create disposition codes for your account in the Call Logging area of Vonage Contact Center.
For information about creating disposition codes in Call Logging, see Call Logging.
Agents can add disposition codes to interactions in three ways, depending on which features are configured for your account:
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 an interaction.
For more information, see Disposition codes in VCC in Salesforce.
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 notes either during or after a voice interaction. For information about setting a disposition code using Log a Call in Salesforce, see Setting disposition codes for Vonage Contact Center in Salesforce.
For information about configuring the enforced disposition codes feature in Vonage Contact Center, see Configuring enforced disposition codes.