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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.

For information about configuring and setting disposition codes, see Configuring disposition codes for NewVoiceMedia in Salesforce and Setting disposition codes in Connect.

Disposition codes in Connect managed package

Installing Connect provides a default list of disposition codes in the custom Next Action (NVMConnect__Next_Action__c) picklist field.The following table lists the disposition codes provided by the installation. Your Salesforce administrator can change values this list. For information about changing picklist values, see Salesforce help. Alternatively you can create and use your own disposition code field. For information about configuring a disposition code field, see Configuring disposition codes for NewVoiceMedia in Salesforce.

Disposition codeDescription
Bad NumberPhone number incorrect.
BusyCustomer phone was busy when agent called.
Call in 7 daysCall customer in seven days.
Call tomorrowCall customer tomorrow.
ContactContact made with the customer
Don't call againCustomer requested not to be called again.
Left Live MessageLeft message that was not pre-recorded
Left VoicemailAgent left pre-recorded voicemail.
No AnswerCall was not answered.
NoneNo action to take
Sent DocumentationAgent sent customer documentation.
Set CallbackSet a callback for given time and day
TransferTransferred call to another agent
Update contact detailsUpdate contact details.
Wrong NumberPhone number incorrect.
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