Logging an interaction in Agent Workspace

Both during and after an interaction, if enabled for your account, you can add notes about the interaction or a disposition code relating to the interaction in Agent Workspace. For information about disposition codes, see Disposition codes.

During an interaction

Before you can log an interaction, make sure it is open in the conversation window. If it isn't, click the interaction in the conversation log first.

In the Log call, Log chat, or Log email (coming soon) area, select a disposition code, add notes, or both. (If you are working with a chat or email (coming soon), you may need to click Log chat or Log email (coming soon) first.) The details are automatically saved.

You can log the interaction while it is in progress as many times as you like. You can add to or replace any notes you have added. Only the last disposition code you select is stored.

After an interaction

When you end the interaction or the other participant or participants have left, continue logging the interaction in Log call, Log chat, or Log email (coming soon). (You can end the interaction by clicking End chat or End email (coming soon) in the Log chat or Log email (coming soon) header or by clicking the end call icon or hanging up your hardphone.) If you have provided notes or a disposition code already during the interaction, these appear in Log call, Log chat, or Log email (coming soon). The behavior varies depending on whether providing a disposition code is mandatory or not.

Optional disposition codes and extending wrap time

If providing a disposition code is optional, you are given a limited amount of wrap time to provide information. This time  appears in the Log call, Log chat, or Log email (coming soon) header and counts down as time passes. If you need more time to provide information, if enabled for your account, click extend wrap time icon to increase that time back up to the configured maximum. When the time gets to 10 seconds, the timer changes color . While wrap time remains, you cannot make or receive any new interactions.

You can select a disposition code or add notes, both, or neither. If you added notes or a disposition code during the interaction, you can add to or replace any existing notes or select a different disposition code. Only the last disposition code you select is stored. 

When you have finished providing information about the interaction, click Complete. The details are saved.

After you click Complete, or if the wrap time runs out, your notes and disposition code are saved, Log call, Log chat, or Log email (coming soon) closes, and the interaction no longer appears in the conversation log.

Enforced disposition codes

If providing a disposition code is mandatory, you cannot cancel or skip providing a disposition code, and the Complete button will be unavailable until you have done so. You cannot make or receive any new interactions until you have selected a disposition code and clicked Complete.

You must select a disposition code, but adding notes is optional. If you added notes or a disposition code during the interaction, you can add to or replace any existing notes or select a different disposition code. Only the last disposition code you select is stored.

When you have selected a disposition code and finished providing any additional information about the interaction, click Complete. Log call, Log chat, or Log email (coming soon) closes and the interaction no longer appears in the conversation log.

Notes and disposition codes that you provide are stored in Interaction Content in the Vonage Contact Center admin portal. If enabled for your account, you may be able to access these for your or all interactions. For information about viewing notes and disposition codes alongside the recording or transcript, see Listening to, viewing, and commenting on interaction content.

Agent Assist AI-assisted disposition codes

If the Agent Assist AI-assisted disposition code feature is enabled for your account, a disposition code may be suggested at the end of an interaction. The suggestion is based on an analysis of the interaction transcript For more information about Agent Assist AI-assisted disposition codes, see Agent Assist AI-assisted disposition codes.

When you haven't selected a code

If you haven't selected a disposition code, the suggested code will be automatically selected. You can still select a different code if you prefer.
In the following example, the feature suggested a disposition code of Complaint. Because the agent hadn’t selected a code yet, the suggestion was automatically selected.

When you’ve already selected a code

If you've already selected a code, the suggested one is shown in the list, but is not automatically selected. You can choose to replace your selection with the suggested code if you want.
In the following example, the agent selected No interest, and the feature suggested Complaint. The suggestion appears highlighted in the list but isn't selected.

If you're involved in the interaction more than once

If you are involved in an interaction multiple times — for example, such as when it's transferred away and then back to you — the suggested disposition code is based on the transcript from your most involvement.

If you previously selected a disposition code during a previous involvement, that selection is preserved. You can choose to keep your previous selection, select the suggested disposition code, or select an entirely one.