Interaction Logging

In the 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.

For more information about disposition codes, see Disposition codes.

The disposition codes can also be viewed in Real-time Analytics, if detailed agent usage insights are required. For information about Real-time Analytics, see Real-time Analytics.

In VCC, there are 16 default, predefined disposition codes:

• Abandoned in queue

• None Captured

• Appointment scheduled

• Busy

• Callback

• Complaint

• Complete

• Disconnected number

• Incorrect number

• Not interested

• Product question

• Requires follow up

• Requires supervisor attention

• Refund

• Sales closed

• Tech support

When configuring an account, administrators can see the default disposition codes in the Interaction Logging area of VCC. They can also create their own codes. To find out more, see Using Interaction Logging.

Agents can select from the configured codes in ContactPad or Agent Workspace. For more information, see Logging an interaction in ContactPad or Logging an interaction in Agent Workspace.

If you want to ensure that agents add a disposition code for every interaction, enforced disposition codes must be enabled and configured for your account or for individual agents. For information about configuring enforced disposition codes, see Configuring enforced disposition codes.