Writing a Disposition Prompt

Configure call dispositions

Call dispositions categorize the outcome of each agent call for reporting in Agent Analytics and Conversational Logs.

Enable dispositions

Open your agent in Manage Agents.
Go to the Analytics Config tab.
Toggle Call Dispositions on.
Enter a default prompt that instructs the LLM how to classify calls.
Click Add Disposition for each category you need.

Each disposition includes:

Field	Purpose
Name	Label shown in analytics (for example, `Resolved`, `Escalated`)
Prompt	Conditions under which a call should receive this disposition

Once configured, the platform assigns dispositions automatically after each call. View results in Agent Analytics and Conversational Logs. For prompt structure and field definitions, see the sections below.

Disposition prompt structure

Given below is the structure of the disposition prompt. Follow the structure to craft your own call-transcript extraction prompts:

1. Define the Role and Context

What does it do?
Specify who the LLM is and the domain it operates in (e.g., Call Center Operations Analyst in Debt Collection).
Why it matters:
Sets expectations and tailors the model’s responses.

2. Clarify the Task

What does it do?
Write a brief "## Task" section that explains exactly what the model should accomplish (e.g., read transcript, extract fields).
Why it matters:
Keeps the model focused on the end goal.

3. Emphasize Output Requirements

What does it do?
Under "## IMPORTANT", stress the format (JSON) and forbid extra fields or custom codes.
Why it matters:
Ensures structured, machine-readable output.

4. Provide Business and Language Context

What does it do?
Use "## Context Understanding", "## Business Context" and "## Language Processing Guidelines" sections to share domain rules, use cases, and allowed languages.
Why it matters:
Guides the model on tone, terminology, and multilingual handling.

5. List Field Definitions

What does it do?
Create a JSON snippet showing each key with an empty value.
Why it matters:
Shows exactly which fields to populate and in what structure.

6. Detail Allowed Values

What does it do?
Under "### Allowed Values & Definitions", enumerate each field’s valid codes, descriptions, and criteria in priority order for STAGE_CODE.
Why it matters:
Prevents misclassification and enforces consistency.

7. Add Critical Analysis Instructions

What does it do?
Numbered guidelines on transcript reading, stage determination, priority rules, and callback handling.
Why it matters:
Helps users correctly apply the template and avoid common mistakes.

8. Show Output Format Example (Optional)

What does it do?
Provide a sample JSON response matching the field definitions.
Why it matters:
Offers a quick reference for the expected output.

9. Insert the Transcript Placeholder

What does it do?
End with a "## Transcription" header where the actual call log goes.
Why it matters:
Clearly demarcates where to paste the raw data.

Tips

Copy the template and fill in the {{placeholders}} with your specific details.
Use simple, clear language when defining the call purpose and rules.
Don’t remove or rename any keys in the JSON snippet, they must match exactly.

Example Prompt Template

## Role

You are a skilled Call Center Operations Analyst specializing in {{Industry}} 
operations. You will be given call logs that contain detailed conversation 
transcripts between an Agent and a User. The call transcripts could be in 
{SUPPORTED_LANGUAGES} or mixed language.

## IMPORTANT

Provide your response strictly in **JSON format** following the specifications 
below. Do not introduce any additional fields or custom stage codes beyond those 
defined.

## Task 
Read the entire conversation transcript carefully and extract the required 
information according to the rules. Deliver a structured JSON response containing 
only the specified keys.

### Context Understanding

- **Call Purpose**: {{Call Purpose}}

- **Participant Roles**: Agent and User

### Business Context

- **Industry**: {{Industry}}

- **Use Case**: {{Use Case}}

- **Business Rules (Optional)**:

- 1. {{Rule 1}}

- 2. {{Rule 2}}

### Language Processing Guidelines

- **Primary Language**: {{Primary language}}

- **Secondary Languages (Optional)**: {{Secondary language (if applicable)}}

## Specifics

### Field Definitions

```json

{

"STAGE_CODE": ""

}

```

### Allowed Values & Definitions

#### STAGE\\\_CODE Values:

```json

[

{
"code": "ESCALATED_TO_AGENT",
"description": "Transferred to human agent for complex issues",
"criteria": "User requests escalation or dispute is detected."
},

{
"code": "AGREES_FOR_CALLBACK",
"description": "User agrees to a callback",
"criteria": "User explicitly agrees to be called back."
},

{
"code": "DISAGREES_FOR_CALLBACK",
"description": "User declines a callback",
"criteria": "User explicitly declines being called back."
},

{
"code": "BUSY",
"description": "User indicates they are busy",
"criteria": "User says they cannot talk now."
},

{
"code": "FAQ_HANDLED",
"description": "User question answered without escalation",
"criteria": "User asks a routine question and receives answer."
},

{
"code": "NO_INPUT",
"description": "No user response after prompt",
"criteria": "Silence or no intelligible input."
},

{
"code": "INVALID_INPUT",
"description": "Unrecognized or unclear response",
"criteria": "User input is garbled or irrelevant."
},

{
"code": "WRONG_NUMBER",
"description": "Wrong number reached",
"criteria": "User indicates wrong number."
},

{
"code": "DND",
"description": "Do-not-disturb request",
"criteria": "User requests not to be contacted again."
}

]

```


## Critical Analysis Instructions

1. Read the **ENTIRE transcript** before extracting. Don't jump to conclusions

2. **Look for explicit user responses** - Don't assume agreement from silence

## Important Guidelines

### Data Extraction Rules

- **Key Restriction**: Extract only the keys specified in the field definitions. 
	Do not add any additional keys or fields to the output.

- **Output Compliance**: Follow the exact JSON format specified. The output must 
	contain only the fields defined in the field definitions section.


## Output Format

Provide response in JSON format.

### Standard Response Structure - json

```

{
  "STAGE_CODE": "{EXTRACTED_VALUE}"
}

```

## Transcription

\<transcription\>

Getting Started

Customizing your Agent's Behavior

Refining your Agent's Brain

Automating Workflows with Integrations

Monitoring and Troubleshooting

Account and Support

Writing a Disposition Prompt

Configure call dispositions

Enable dispositions

Disposition prompt structure

1. Define the Role and Context

2. Clarify the Task

3. Emphasize Output Requirements

4. Provide Business and Language Context

5. List Field Definitions

6. Detail Allowed Values

7. Add Critical Analysis Instructions

8. Show Output Format Example (Optional)

9. Insert the Transcript Placeholder

Tips

Example Prompt Template

​Configure call dispositions

​Enable dispositions

​Disposition prompt structure

​1. Define the Role and Context

​2. Clarify the Task

​3. Emphasize Output Requirements

​4. Provide Business and Language Context

​5. List Field Definitions

​6. Detail Allowed Values

​7. Add Critical Analysis Instructions

​8. Show Output Format Example (Optional)

​9. Insert the Transcript Placeholder

​Tips

​Example Prompt Template

Configure call dispositions

Enable dispositions

Disposition prompt structure

1. Define the Role and Context

2. Clarify the Task

3. Emphasize Output Requirements

4. Provide Business and Language Context

5. List Field Definitions

6. Detail Allowed Values

7. Add Critical Analysis Instructions

8. Show Output Format Example (Optional)

9. Insert the Transcript Placeholder

Tips

Example Prompt Template