Disposition codes for Vonage Contact Center in Salesforce

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.

Automatically setting disposition codes based on interaction outcomes

If enabled for your account, you can configure Vonage Contact Center in Salesforce to automatically set the disposition code for an outbound voice interaction based on what happened to the interaction. For example, if the interaction was not answered or the dialed number was busy, Vonage Contact Center can set the code to No answer. If the interaction was rejected or failed, Vonage Contact Center can set the code to Not connected.

Enforced disposition codes feature

If the enforced disposition codes feature is enabled for your account, you can ensure that agents always provide a disposition code for an interaction. The 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 can be prevented from making outbound interactions until they have provided a code.

For information about configuring disposition codes, see Configuring disposition codes for Vonage Contact Center in Salesforce.