Using Interaction Logging

If enabled for your account, you can use the Interaction Logging area in Vonage Contact Center (VCC) to set up disposition codes. You can see default disposition codes, create new ones, provide descriptions, and change their statuses.

Agents can select active codes in their account to log the outcome of an interaction.

Accessing and navigating Interaction Logging

To access Interaction Logging, perform the following steps:

1. Log in to the VCC Admin Portal. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
   
   • If you are the supervisor of multiple accounts, select the account that you want to access one of the Insights products for, and click Select.
   Vonage Contact Center appears.
2. From the Vonage Contact Center homepage, go to Interaction Logging. Interaction Logging appears, containing Disposition codes.

If you are accessing Interaction Logging for the first time, the default disposition codes are created and will appear in the list of disposition codes. If you have previously created additional disposition codes, these will also appear.

Filtering, sorting, and searching disposition codes

You can search for a specific disposition code by name or description. To search for a specific disposition code, start typing part of the required code's name or description in the Search by name or description field. The list of disposition codes is filtered as you type.

You can also filter the list of disposition codes to show only active or inactive codes, or you can show all codes. Select Active, Inactive, or All respectively to filter codes.

To sort the list of disposition codes by disposition code name, description, or status, click the respective column header.

Creating a disposition code

To create a new disposition code, perform the following steps:

1. Click Create disposition code. Create disposition code appears in a side panel.
   
2. Provide the following information:
   • Name.
     Provide a meaningful name that will differentiate it from other disposition codes and also indicate its purpose where displayed (in the applicable agent experience or Insights product).
     Name is required, must be unique, and contain 3 to 64 characters

   • Description.
     Describe the disposition code and its purpose.
     Description is optional and should contain no more than 200 characters.

     Agent Assist AI-assisted disposition codes

     Description is required if you want to use it with the Agent Assist AI-assisted disposition codes feature in Agent Workspace. For information about Agent Assist AI-assisted disposition codes, see Agent Assist AI-assisted disposition codes.

   • Skills.
     Optional. You can select from 0 - 5 skills. 
   • Status.
     Activate the disposition code to make it available for agents and related features to use during interactions.
     By default, a new disposition code is activated.
3. If needed, select up to five skills that will be available for the code.
4. When you have finished, click Save.

Editing a disposition code

To edit an existing disposition code, click its name or description in the list. Edit disposition code appears in a side panel.

When editing a disposition code, you can't change its name as it may already be in use. You can change the description (the limit of 200 characters still applies) as well as the assigned skills and status.

When you have finished editing, click Update.

Activating a disposition code

To activate a disposition code, edit the code, and — within Status — turn Activate on and then click Update. The code will now appear for agents in their chosen agent experience.

To deactivate a code, edit the code, and — within Status — turn Activate off and then click Update. The code won't appear for agents in their chosen agent experience.

Displaying disposition codes in Real-time and Historical Analytics

You can set up dashboards to display disposition codes used by agents in interactions. Users with supervisor or wallboard licenses can view the dashboards. Agent users can access individual dashboards using direct links.

For information about using Real-time and Historical Analytics to display disposition codes, see Viewing disposition codes in Real-time Analytics and Disposition codes summary.