Codes & Sets (Global)
Codes & Sets defines the short labels agents pick to explain why they paused and how an interaction ended. These pause and disposition codes turn raw call and chat activity into structured, reportable data - so supervisors can see how much time goes to breaks versus training, or how many contacts ended in a sale versus a callback, without listening to every recording. The global screen manages the default code sets used across all tenants; individual tenants can inherit these defaults or define their own overrides.
Code Categories
Contact Center codes are organized into two categories:
Pause Codes
Pause codes represent reasons why an agent is temporarily unavailable. When an agent pauses, they select a code to indicate why. This data feeds workforce management (WFM) analytics and reporting.
Default pause codes:
| Code | Description |
|---|---|
| BREAK | Short break |
| LUNCH | Lunch break |
| MEETING | In a meeting |
| TRAINING | Training session |
| PERSONAL | Personal time |
| COACHING | Coaching / 1-on-1 session |
| PROJECT | Working on a project |
| ADMIN | Administrative tasks |
| TECH_ISSUE | Technical difficulties |
| OTHER | Other reason |
Disposition Codes
Disposition codes categorize interaction outcomes. After each customer interaction, agents select a code describing the result. Required vs. optional disposition is controlled by Policies.
Default disposition codes:
| Code | Description |
|---|---|
| RESOLVED | Issue fully resolved |
| FOLLOW_UP | Requires follow-up |
| ESCALATED | Escalated to supervisor or specialist |
| TRANSFERRED | Transferred to another queue or department |
| VOICEMAIL | Sent to voicemail |
| CALLBACK_SCHEDULED | Callback scheduled |
| INFO_PROVIDED | Information provided, no further action |
| SALE_COMPLETED | Sale or transaction completed |
| SALE_ATTEMPTED | Sale attempted, not completed |
| NO_RESPONSE | Customer did not respond |
| SPAM | Spam or unwanted contact |
| WRONG_DEPARTMENT | Routed to wrong department |
Code Sets
A code set is a named collection of codes from a single category (pause or disposition). Code sets allow you to assign different subsets of codes to different tenants or queues.
Managing Code Sets
- Add Code Set: Create a new set for a category (Pause or Disposition)
- Edit Code Set: Modify which codes are included in the set
- Delete Code Set: Remove a code set (only if not currently assigned)
Each code set belongs to a level:
- Global: Available to all tenants as a default
- Tenant: Specific to a single tenant (managed in the tenant-level Codes & Sets screen)
- Queue: Specific to a single queue (managed in the queue’s Policies tab)
Code Set Inheritance
Code sets follow a hierarchy: Global → Tenant → Queue. If a tenant or queue does not define its own set for a category, it inherits from the level above.
System Outcome Codes
In addition to agent-selectable codes, the system automatically records these outcome strings for interactions where an agent did not provide a disposition:
| Outcome | When Applied |
|---|---|
ABANDONED | Customer disconnected before reaching an agent |
AUTO_CLOSED | Session closed by auto-close or idle timeout |
NO_AGENT | No agent was available to handle the interaction |
DISPOSITION_TIMEOUT | Agent did not select a code before the disposition timeout |
These are string constants — they do not appear in the codes table and are not editable.
Best practices
- Keep the code list short and unambiguous. A handful of clear, mutually-exclusive codes gets used consistently; a long list encourages agents to reach for “OTHER” and dilutes your reporting.
- Design codes around the reports you want. Before adding a disposition, ask what decision it will inform (staffing, sales conversion, follow-up volume). Codes that no report uses are just friction.
- Use code sets to tailor per team. Give a sales queue sales-oriented dispositions and a support queue support-oriented ones via separate sets, rather than one giant shared list.
- Change codes rarely, and prefer adding over renaming. Historical reports reference the codes recorded at the time, so frequent churn makes trend analysis harder.
- Remember the system outcome codes (
ABANDONED,AUTO_CLOSED,NO_AGENT,DISPOSITION_TIMEOUT) fill the gaps automatically - you do not need agent codes for those situations.
Related documentation
- Policies (Global) - controls whether a disposition is required and which default code applies.