Agents can select reason codes in Avaya Workspaces to record the reason for a state change. For example, the agent uses a reason code configured for break time before going on a break.

As an account administrator, you can configure reason codes in Application Center Administration on the Reason Codes tab. Avaya Workspaces agents can select the configured reason codes, which also appear in the relevant reports.

Disposition codes are the reason codes that agents associate with interactions. Disposition codes indicate the final state of the interaction before the agent closes it. For example, disposition codes can be ComplaintResolved, DissatifiedCustomer, and FollowUp. Disposition codes summarize important information about customer interactions. Supervisors can view and analyze the disposition codes that agents assign to interactions.