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Thirdlane

Codes & Sets (Tenant)

Codes are the short, standardized labels agents apply to their work so that free-form activity becomes measurable, reportable data. Disposition codes capture the outcome of each interaction (resolved, follow-up, escalated) and pause codes capture why an agent is unavailable (break, lunch, meeting). Standardizing on a defined list - rather than letting each agent describe things their own way - is what makes contact center reporting consistent and comparable.

The tenant-level Codes & Sets screen manages the code sets specific to this tenant. You can create tenant-specific sets or rely on the global defaults.

Code Categories

Codes are organized into two categories:

  • Pause codes — Reasons for agent unavailability (break, lunch, meeting, etc.)
  • Disposition codes — Interaction outcome labels (resolved, follow-up, escalated, etc.)

See Global Codes & Sets for the full list of default codes and system outcome constants.

Tenant Code Sets

A code set is a named collection of codes from a single category. Each tenant can define its own code sets or inherit from the global level.

Managing Tenant Code Sets

  • Add Code Set: Create a new tenant-level set for Pause or Disposition
  • Edit Code Set: Modify which codes are included
  • Delete Code Set: Remove a tenant-level set

Inheritance

If a tenant does not define its own code set for a category, queues in that tenant will use the global default set. When a tenant defines its own set, it is used for all queues in that tenant unless a queue defines a queue-level override.

The hierarchy is: Global → Tenant → Queue

Binding Code Sets to Queues

After creating code sets, they are bound to queues through the queue’s Policies tab. Each queue can use:

  • The tenant-level set (default)
  • A queue-specific set (override)

This allows different queues within the same tenant to use different subsets of codes — for example, a sales queue might have different disposition codes than a support queue.

Best practices

  • Keep lists short and mutually exclusive. A handful of clear, non-overlapping codes gets applied accurately; a long list leads to guessing and inconsistent data.
  • Design codes for reporting. Choose outcomes you actually want to measure (for example “Resolved” vs. “Escalated”) rather than describing the call in detail.
  • Reuse the tenant set where you can. Only create a queue-level override when a queue genuinely needs different outcomes; fewer sets are easier to maintain and compare.
  • Review codes periodically. Retire codes that are never used and add ones agents keep needing, so the list reflects real work.
  • Global Codes & Sets - platform-wide defaults and system outcome constants.
  • Policies (Tenant) - where disposition requirements and timeouts are set.
  • Queues - bind code sets to queues on the Policies tab.
  • Interactions - filter and report on the dispositions agents apply.