The Multiple Sessions feature in Sprinklr empowers users to manage and monitor multiple active sessions simultaneously across different windows or tabs. It is particularly valuable for supervisors and managers who need to oversee various aspects of customer interactions in real-time.

By enabling multiple sessions, users can:

• Quickly switch between tabs to access necessary information, reducing wait times for customers and improving overall call handling time.

• Manage calls while simultaneously researching issues, or accessing multiple support materials, leading to more effective solving of issues.

• Access relevant information; agents can provide more accurate and timely responses, leading to higher customer satisfaction.

This feature is designed to simplify the supervision process, helping teams maintain high levels of customer satisfaction and operational efficiency.

Prerequisites

Before enabling Multiple Sessions for supervisors, make sure:

• The supervisor has access to the relevant modules (for example, Supervisor Console, Voice, Dashboards, or Reports)

• Any required permissions are assigned in the user’s profile or role

To open multiple sessions,

On the Address bar at the top of the page, right-click and select Duplicate. This will open the same session in a new tab.

Use Cases

Multiple sessions help supervisors:

• Monitor live activity while reviewing historical or reporting data

• Handle escalations while keeping another tab open for performance data

• Follow multiple teams or queues in parallel

• Coach agents while reviewing their historical metrics

Call Controls Behavior Across Sessions

Call Controls continue to work normally when Multiple Sessions is enabled. Supervisors can open multiple active Sprinklr sessions across tabs or windows, and use streamlined Call Controls pop‑ups to manage calls efficiently during live monitoring.

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Pop‑ups open automatically when you use call‑related actions.

During an active voice interaction, call‑related dialogs—such as the Dialpad, Transfer, Conference, Recording, and Audio Settings pop‑ups—open in the active browser tab to ensure actions are taken in the correct session.

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To learn more about how these pop‑ups behave, see the Call Controls Pop‑ups article.

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Call Controls pop‑ups continue to behave normally across sessions.

Related Article

Call Controls Pop-up: Behavior, Accessibility, and Multi Session Support