How do I ensure that agents always provide a disposition code at the end of an interaction?
Disposition codes describe the outcome of an interaction. The following list contains examples of possible disposition codes: 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.
If the enforced disposition codes feature is enabled for your account, you can ensure that agents always provide a disposition code at the end of an interaction. 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 |
For information about adding custom states, see Configuring agent states.
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.
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.
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.