In the Call Interaction Logging area of the Vonage Contact Center (VCC) Admin Portal, administrators can import, create, and assign disposition codes for your account. Agents can add one of these codes to an interaction during, or shortly after, the interaction. Disposition codes help administrators understand the interaction outcome.
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The disposition codes can also be viewed in DashboardsReal-time Analytics, if detailed agent usage insights are required. For information about DashboardsReal-time Analytics, see Real-time Analytics.
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When configuring an account, administrators can create a preference for that account using default disposition codes. Administrators can import that preference can be imported in the Call Interaction Logging area of VCC. They can then create and assign more codes to an account. To find out more, see Using Call Interaction Logging .
Agents can select from the configured codes in ContactPad. The list of codes is available after clicking the Log a Call button in the bottom-right corner of ContactPad. For more information, see Logging an interaction in ContactPad.
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