To configure enforced disposition codes, add a new custom state. The new custom state must have the following settings:
| Major state | Description | Enabled |
|---|---|---|
| Wrap Up | Logging the call | No |
The new custom state—Logging the call—is case sensitive. You must enter the description exactly as shown for the enforced disposition codes feature to work. |
For information about adding custom states, see Configuring agent states.
When the enforced disposition codes feature is enabled for your account, you can choose whether or not to allow your agents to manually change their state from Logging the call without setting a disposition code. For information about preventing agents from manually changing their state, see ContactPad - agents can't change state while using Enforced Disposition Codes in Controlling features for your account. |
When you have correctly configured the enforced disposition codes feature, when an agent finishes handling an interaction—for example, by clicking Release in ContactPad, or when the agent or caller hangs up their phone—the agent's state in ContactPad changes to Logging the call. Vonage Contact Center cannot assign any interactions to the agent until the agent leaves the Logging the call state.
If enabled for your account, you can enable the enforced disposition codes at an agent level in User Admin. For information about enabling enforced disposition codes for agents, see How do I enable enforced disposition codes feature for an agent? in Configuring individual users.
If you have enforced disposition codes for your account or individual agents, agents must be able to provide them. Agents can add disposition codes in three ways, depending on which features are configured for your account: