Disposition codes in Connect

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 Vonage Contact Center in Salesforce and Setting disposition codes in Connect.

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.

Automatically setting a disposition code for a call is a component of the progressive dialing feature.

For information about the progressive dialing feature, see Progressive dialing.

Disposition codes in Connect managed package

Installing Connect provides a default list of disposition codes in the custom Next Action (VCCConnect__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 Vonage Contact Center in Salesforce.