Zoom Contact Center agents can add a disposition to the engagement after the engagement ends with the agent. You can also add a disposition after you transfer a voice engagement to an external party, Zoom Phone user, Zoom Phone call queue, or Zoom Phone voicemail. Dispositions allow you to assign an outcome or topic to each engagement. For example, a follow-up disposition indicates you need to follow up with the consumer.
You can also add a note to engagements as general information for other agents or supervisors to reference. For example, you can add a note to explain why you selected a certain disposition. Notes are listed by the agent assigned to the engagement in chronological order, then by the published timestamp of each note. If agents edit an existing note, this will not impact the order of the notes.