Codes & Sets (Tenant)

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.