How to Use Filled Disposition Fields to Build Business Logic in ACW
Updated
Overview
This article explains how supervisors and admins can use filled disposition fields from the After‑Call Work (ACW) Screen to create business logic in their ACW workflows.
A disposition plan defines the outcome of an interaction. When agents complete one or more disposition plans during ACW, each completed plan is stored as an item in a collection. You can loop through this collection and use the submitted fields to drive decisions such as scheduling callbacks, updating customer records, or triggering API calls.
Before You Begin
Make sure you have:
Created a Disposition Plan and its fields in Disposition Plan Builder. For more information refer to Configure a Disposition Plan.
Access to ACW Manager to configure the ACW Screen and workflow. For more information, refer to Configure ACW.
Accessing Filled Disposition Plans in ACW Workflows
Why You Need a Loop
When an ACW Screen contains multiple disposition plans, each plan an agent submits is stored as an element of a single array.
The ACW workflow cannot automatically identify how many plans were submitted. To evaluate each one, you must create a loop that iterates through the collection. For the following ACW workflow,
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Step 1: Add a Call Disposition Component to an ACW Screen
Go to ACW Manager and create a new ACW.
Add a Screen node.
In the Screen configuration, add the Call Disposition component.
In Mandatory Disposition Plan, select the disposition plan you created earlier.
.png "Designer (1).png")
Note: An ACW Screen supports a single call‑level disposition and multiple category‑level dispositions. All submitted values are stored in one array.
Step 2: Configure a Loop to Access Each Filled Disposition Plan
Add an Add Loop node in the workflow.
Set the Collection Variable to: <screen_name>.VOICE_DISPOSITION
This iterates through all filled disposition plans.Define a Loop Variable. This variable represents the current array item during each iteration.
You will use this loop variable to access each field within a disposition plan.
Step 3: Build Logic Using the Disposition Fields
Inside the loop, you can access any disposition field using the loop variable.
For example: In the aforementioned example, it will be accessed through loopp.<field_name>
Note: When building business logic in ACW using disposition fields:
If you want to use IDs in your logic, use:
dispositionPlanID, callDispositionID, and subDispositionID to reference the ID values.If you want to use names in your logic, use:
dispositionPlanName, callDispositionName, and subDispositionName to reference the actual names.
Use the appropriate set of fields, ID or name, based on how you want to structure your business logic.
You can now add business logic using:
Decision Box node
Assignment node
Custom Field Action node
API node
Examples
Here are common ways teams use disposition‑driven logic:
Schedule a callback based on a selected disposition field
Send disposition data to an external CRM using an API node
Populate a customer profile custom field with a disposition value
Branch workflow paths using decision logic based on disposition fields