Create and Configure a Disposition Plan
Updated
Pre-requisite for configuring the Disposition Plan: Sprinklr Voice should be enabled for the environment.
A Disposition Plan helps contact center agents capture consistent, structured information at the end of a voice interaction. It defines the outcomes, reasons, and additional details agents must select or enter during After Call Work (ACW).
Contact center administrators use disposition plans to standardize data collection, improve reporting accuracy, and ensure agents complete required wrap‑up tasks before closing a call.
This article is intended for contact center administrators and supervisors who configure voice workflows in Sprinklr Service.
Prerequisites
Make sure the following prerequisites are met:
- Sprinklr Voice is enabled in your environment.
- You have the required admin permissions to manage voice configurations.
Access the Disposition Plan
- Click Launchpad
or New Tab . Click Sprinklr Service tab. Under Resolve > Agent Augementation, select After Call Work. The Voice Settings page appears.
From the left pane, select Dispositon Plan.
Create a New Disposition Plan
- In the Disposition Plan Manager, click Create Disposition Plan present on the top‑right corner of the page.
- On the configuration page, define the core details of your disposition plan.
Configure a Disposition Plan
When you create or edit a disposition plan, the configuration experience is divided into four tabs. Each tab controls a different aspect of how the disposition plan behaves for agents during After Call Work (ACW).
Disposition Plan Settings
Use this tab to define the core structure of the disposition plan, including dispositions, sub‑dispositions, and visibility rules.
Disposition Plan Details
- Disposition Plan Name - Internal name used to identify the plan.
- Disposition Label - Label shown to agents for the primary outcome field.
- Multiple Dispositions - Enable this option if agents should be able to select more than one disposition.
Add Dispositions
Each section under this tab represents a single disposition category.
- Disposition
The primary outcome of the call (for example, Loans, Banking Type, Cards). - Sub‑Disposition Label
The label shown to agents for the sub‑disposition field. - Sub‑Disposition(s)
One or more selectable reasons related to the disposition. These appear as a picklist to agents.
Sub‑dispositions appear only after the related disposition is selected.
- Sub‑Disposition Label defines how this field appears to agents.
- You can add multiple sub‑disposition values per disposition.
Configure Visibility Conditions
You can control when a disposition or sub‑disposition is shown to agents by configuring visibility conditions.
Disposition Condition - Enable this option to show the disposition only when defined conditions are met.
Sub-Disposition Condition - Add visibility conditions to control when sub‑dispositions appear based on:
Workflow properties
Voice conversation attributes
Custom fields
Selected disposition or sub-disposition values
You can also group dispositions into Disposition Groups. Only the groups that meet the defined conditions appear to the agent.
Example
If you want to show a VIP Level disposition only for VIP customers:
- Use a case‑level custom field such as Is VIP.
- Configure a visibility condition so the disposition appears only when Is VIP = Yes.
This ensures agents see only relevant options during ACW, reducing errors and improving efficiency.
Sample Disposition Plan Configuration
Auto Wrap Up Settings
Use this tab to automatically apply default dispositions when agents do not manually complete disposition fields.
Enable Auto Wrap Up
Toggle Enable Auto Wrap Up to activate automatic disposition handling during ACW.
When Disposition and Sub‑Disposition Are Unfilled
Configure what happens when both fields are left empty:
- Value Type - Select Static Value.
- Disposition - Select the default disposition to apply.
- Sub‑Disposition - Select the default sub‑disposition to apply.
This ensures calls are not closed without a valid outcome.
When Only Sub‑Disposition Is Unfilled
Configure behavior when an agent selects a disposition but leaves the sub‑disposition empty.
For each disposition:
- Select Static Value
- Choose the Disposition
- Define a default Sub‑Disposition
This prevents partial data capture and improves reporting consistency.
Hide Options on ACW
Use Hide options on ACW to prevent specific dispositions or sub‑dispositions from appearing on the ACW screen.
This is useful when:
- Certain options are deprecated
- Options should only be used for automation or fallback scenarios
AI Prefill Settings
The AI Prefill tab allows you to use artificial intelligence to automatically suggest dispositions and sub‑dispositions based on the conversation context.
AI Prefill helps reduce agent effort and improves consistency by pre‑selecting the most relevant disposition values.
Enable AI Prefill
Toggle Enable AI Prefill to activate AI‑driven suggestions for this disposition plan.
Disposition Plan Prefill Instructions
Use Disposition Plan Prefill Instructions to describe what this ACW is used for.
This description gives AI high‑level context about:
- The business use case (for example, retail banking support)
- Typical call types and customer intents
- The information agents are expected to capture
This field is mandatory when AI Prefill is enabled because it is always passed to the AI to improve accuracy.
Best practices:
- Write 2–3 clear sentences
- Describe the business purpose, not UI behavior
- Avoid internal or technical terminology
Example Prompt (Retail Banking) -
This disposition plan is used for inbound retail banking support calls. AI should identify the customer’s primary intent and classify the interaction into the most relevant disposition and sub‑disposition based on the main topic discussed. Focus on the customer’s core request or issue rather than secondary questions. If multiple topics are mentioned, prioritize the issue that required action or resolution by the agent.
Disposition Prefill Instructions
Use this field to guide AI on how to choose between dispositions in this plan.
Example guidance:
- When to select one disposition over another
- Signals AI should look for in the conversation
Disposition‑Level AI Configuration
Each disposition expands into its own AI configuration section.
For each disposition, you can provide:
- Disposition Prefill Examples
Sample scenarios or phrases that indicate when this disposition should be selected. - Sub‑Disposition Prefill Instructions
Guidance on how AI should choose between sub‑dispositions under this category.
Sub‑Disposition AI Prefill Examples
For each sub‑disposition, add examples that help AI distinguish between similar options.
This improves accuracy when multiple sub‑dispositions exist under the same disposition.
Example Prompt (Loans vs Cards vs Banking)
Choose the disposition based on the customer’s primary intent.
Select Loans when the conversation is mainly about loan products, eligibility, repayment, or applications.
Select Cards when the discussion relates to debit or credit cards, including loss, damage, replacement, transactions, or limits.
Select Banking for general account inquiries, balance checks, or service information.
If more than one topic is mentioned, prioritize the topic that required resolution or follow‑up.
Share Settings
Use this tab to control who can access and use the disposition plan.
Visible in All Workspaces
Enable Visible in all workspaces to make the disposition plan available across the environment.
Restrict Access (Optional)
If visibility is not global, you can limit access by selecting:
- Workspaces / Workspace Groups
- Users / User Groups
This is useful when different teams require different disposition structures.
After Saving the Disposition Plan
Once saved:
- The disposition plan becomes available for selection in ACW configuration.
- AI Prefill suggestions appear automatically for agents when enabled.
- Auto Wrap Up rules apply when agents do not complete disposition fields.
To activate the plan for agents, you must add it to an ACW screen.
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Add Fields in Disposition Plan
A disposition field is a field that can be added to a disposition plan. These fields are used to take inputs from the agent about the call. Fields are of various types like date, picklist, text and numbers which can be used depending on the use case. These fields can also be made conditionally visible through the visibility conditions group. For more information on adding Fields in Disposition Plan, refer to the Add Fields in Disposition Plan article.
Next Step
After creating a disposition plan, you must add it to an ACW screen for agents to use it during call wrap‑up. See How to Use a Disposition Plan in After Call Work for detailed steps.