The Global Disposition Field Library addresses the issue of duplicate fields being created for identical purposes across multiple disposition plans. This allows users to reuse fields across different disposition plans, ensuring consistency and efficiency.

• Global Disposition Fields: Fields that can be reused across different disposition plans.

• Local Disposition Fields: Fields that are unique to a specific disposition plan.

When configuring disposition plans, fields that are to be reused across plans will be marked as Global Disposition Fields.

Example Use Case:
If "schedule callback time" is a field used in multiple disposition plans:

• Define "schedule callback time" as a Global Disposition Field.

• Only one instance of "schedule callback time" will be created in the backend.

• During reporting, there will be only one column for "schedule callback time," ensuring clear and consistent data representation.

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Permissions

Administrators can manage access to Global Fields through the After Call Work permission category. These permissions allow users to view, create, edit, and delete Global Fields used across After Call Work configurations.

Available permissions include:

• View Global Fields – Allows users to view configured Global Fields.
• Create Global Fields – Allows users to create new Global Fields.
• Edit Global Fields – Allows users to modify existing Global Fields.
• Delete Global Fields – Allows users to remove Global Fields that are no longer required.

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To Create a Global Disposition Field

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1. Navigate to Launchpad. From Sprinklr Service tab, under Listen, click Voice Care.

2. From the left pane, click Disposition Plan. The Disposition Plans screen appears.

3. Click the Menu icon at the top left of the Disposition Plans window and select Global Disposition Field Library.

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4. On the Global Disposition Field Library window, click + Create Global Disposition Field in the top right corner.

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5. ​On the Create Global Disposition Field window, enter the following details.

   • Field Name: Define a unique name.

   • Field Type: Select from options such as Text Area, Date, Date Time, Number, Picklist, or Multi Picklist.

   • Additional Settings: Configure settings based on the field type (e.g., placeholder text, date format, business hours).

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6. Click Create.

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Add Global Disposition Field to a Disposition Plan

1. Navigate to Launchpad. Under the Sprinklr Service tab, click After Call Work within Resolve.

2. On the ACW Manager window, from the left panel, click Disposition Plans.

3. Click + Create Disposition Plan and fill in the required details or hover over the Options menu to edit any disposition.

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4. Drag and drop the desired Global Field from the Global Field Library section into the disposition plan.

5. Customize local settings as needed (e.g., label, visibility conditions).

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Convert Local Fields to Global Fields

1. Open the disposition plan containing the Local Field.

2. Click the Globe Icon at the top right of the field.

   

3. Confirm the conversion in the pop-up message.

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4. The field now appears in the Global Field Library and is marked with a globe icon.

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Convert Global Fields to Local Fields

1. Navigate to the disposition plan containing the Global Field.

2. Click the Lock Icon at the top right of the field.

   

3. Confirm the conversion.

4. The field is now editable at the local level, and a new ID is assigned.

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