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 or Log chat area, select a disposition code, add notes, or both. (If you are working with a chat, you may need to click Log chat 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 or Log chat. (You can end the interaction by clicking End chat in the Log chat 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 or Log chat. 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 or Log chat header and counts down as time passes. If you need more time to provide information, if enabled for your account, click extend wrapup 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 or Log chat 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 or Log chat 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.