Work Codes are tags that an agent can set at any point in a contact. Work Codes describe what is going on with the contact at that time. For example, if a customer calls a television service provider to complain about poor service, the agent can tag the first part of the call as ServiceComplaint. After resolving the complaint, the agent can inform the customer about a special offer and tag the call as UpSell. If the customer agrees to renew the subscription, the agent can further tag the call as SubscriptionRenewal.

Disposition Codes are tags that indicate the final state of the contact when the agent closes the contact. For example, ComplaintResolved, DissatisfiedCustomer, and FollowUp. Agents can also set Disposition Codes during the course of a contact to capture the actions that the agents need to do. For example, PostBrochure, CustomerCallback, and LikeOnSocial.

Defer Codes are tags that an agent can set when deferring an email. For example, WarehouseContact, In-store, PhoneRepair, and LoyaltyCustomer.

Rejection Codes are tags that indicate the rejected state of the email when an approver rejects emails. When an approver rejects emails, mandatory rejection reason codes must be assigned to the contacts.