Disposition codes - Amazon Connect

Disposition codes

A simple use case of step-by-step guides is to have an agent enter a disposition code at the end of the contact. To give your agents the ability to set disposition codes at the end of a contact or complete other post-call work, create a flow that has one Show view block and one Set contact attributes block.

  • Use the Show view block to create a Form view that gives the agents the required input field.

  • Use the Set contact attributes block to save the response as contact attributes.

In addition, you can also use an Invoke AWS Lambda function block to send the entered data to an external system.

After you've created your flow, you will be able to dynamically determine which one to surface at the end of a contact by setting the DisconnectFlowForAgentUI as a custom attribute in your contact flows. As long as this attribute is set before a contact ends, the agent UI will surface this form after a contact ends.

The following image shows the properties page for a Set contact attributes. It is configured to save the response in a user-defined attribute.

The properties page of the Set contact attributes block.