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Platform Documentation

Codes & Sets (Global)

The global Codes & Sets 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:

CodeDescription
BREAKShort break
LUNCHLunch break
MEETINGIn a meeting
TRAININGTraining session
PERSONALPersonal time
COACHINGCoaching / 1-on-1 session
PROJECTWorking on a project
ADMINAdministrative tasks
TECH_ISSUETechnical difficulties
OTHEROther 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:

CodeDescription
RESOLVEDIssue fully resolved
FOLLOW_UPRequires follow-up
ESCALATEDEscalated to supervisor or specialist
TRANSFERREDTransferred to another queue or department
VOICEMAILSent to voicemail
CALLBACK_SCHEDULEDCallback scheduled
INFO_PROVIDEDInformation provided, no further action
SALE_COMPLETEDSale or transaction completed
SALE_ATTEMPTEDSale attempted, not completed
NO_RESPONSECustomer did not respond
SPAMSpam or unwanted contact
WRONG_DEPARTMENTRouted 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:

OutcomeWhen Applied
ABANDONEDCustomer disconnected before reaching an agent
AUTO_CLOSEDSession closed by auto-close or idle timeout
NO_AGENTNo agent was available to handle the interaction
DISPOSITION_TIMEOUTAgent 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.