Versions Compared

Old Version 7

changes.mady.by.user Helen Griffith

Saved on

compared with

New Version 8

changes.mady.by.user Dawid Wietrzykowski

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

For information about adding custom states, see Configuring agent states.

You must also enable agents to provide a disposition code. You must either use the Web API to do this, or, if your agents are using Vonage Contact Center in Salesforce, you can add a disposition code field to the Log a Call area in Salesforce. For information about using the Web API to set the disposition code or enabling agents to set the disposition code in Salesforce, see Setting disposition code for the call or Configuring disposition codes for Vonage Contact Center in Salesforce
Info
Note

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 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.

...

.

How do I enable the enforced disposition codes feature for an individual agent?

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.

How do I ensure that agents can set disposition codes for interactions?

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: