Use disposition codes for Avaya Experience Platform™ Public Cloud digital interactions and work codes for Avaya Experience Platform™ On-Prem voice interactions. You can only select one disposition code for each digital interaction. You can select multiple work codes for a Avaya Experience Platform™ On-Prem interaction.

The disposition code or work code is a label attached to an interaction to describe or categorize it. These codes are tags that help you and others summarize and flag interactions that require follow-up. You can also add comments with additional information.

A disposition typically indicates the outcome of an interaction. For example, "Product sold" or "Issue resolved".

Work codes provide a summary of the call. For example, use the work code Discount Offered, followed by Offer Accepted or Offer Rejected depending on the outcome.