In Avaya Workspaces, agents can set disposition codes for every interaction when the interaction is active or after the interaction ends.
Disposition codes are tags to indicate the state of the contact.
For example, agents can set the following codes:
ComplaintResolved, DissatisfiedCustomer, and FollowUp disposition codes after closing the interaction.
PostBrochure, CustomerCallback, and LikeOnSocial disposition codes during the interaction.
Note:
The customer journey utility does not store the disposition codes set during After Call Work (ACW).
This feature applies to agents and supervisors for all channels.
