Disposition codes enable you to “tag” calls with comments, results, and so on. More than one disposition code can be assigned to a call.
You can assign disposition codes to current ACD calls or to the latest released ACD call while you are in the Wrap-Up state.
Assign Disposition Codes to Current Call
From the Call Console, select the call and click it. The call line displays the Disposition drop-down list. Select a disposition code from the list.
Assign Disposition Codes in Wrap-Up