‎Configuration Steps | Sprinklr Help Center

Configuration Steps

Updated

7 months ago

The live team monitoring screen is available to Supervisors by default. Supervisor can create new dashboards and can add agent monitoring metrics of their choice.

Dashboard actions

Here you can apply various actions on the new or existing dashboard.

S. no.	Fields	Descriptions
1	Create Dashboard	1. Create a new dashboard. On the Add Dashboard window, add a Name, Tags, and Starter Dashboard. 2. After entering the above details, a standard dashboard will be generated. 3. More columns can be added by clicking the Manage Columns. The dashboards can be switched by selecting the desired dashboard from the list that comes after clicking the chevron icon on the top left.
2	Edit Dashboard	Edit the name and tags of the dashboard.
3	Delete Dashboard	Delete the dashboard.
	Clone Dashboard	Create a copy of the dashboard.
	Share Dashboard	Share the dashboard by selecting the workspaces and users/users groups.

Manage Columns

From the Manage Columns option present in the top right corner of the Team Monitoring Screen supervisor can add agent monitoring metrics and attributes to customize the dashboard.

Call Mode Column

The supervisor can see whether the agent is taking calls through PSTN Mode or WebRTC Mode. This helps the supervisor track whether the agent is making the call through phone or via the web. To learn more about getting this column enabled in your environment, please work with your Success Manager.

Note: This can be enabled only for those clients that have Ozonetel as a Telephony Provider.

User Accessibility Filters

The user accessibility filters are applied based on the user type logged into the persona. With these filters, you will be able to see the filtered view of agents based on the workspace they are in.

Internal note:

Use this DP: FILTER_INACCESSIBLE_USERS_ENABLED

REPORTING_INCLUDE_INACTIVE_USER_FILTER_DISABLED

After enabling this capability

Global Admin (GA) can access all users of all clients.

Global User (GU) can access WA, WU, GU of that particular client.

Workspace Admin (WA) can access WA, WU of that particular client.

Workspace User (WU) can access WU of that particular client.

Supervisor Console Metric Adjustments

Hover over the Dropdown icon alongside the column name to get a list of metric adjustments using which you can adjust the value of the columns accordingly.

Metric Adjustments	Description
Sort ascending	It will arrange the data from the least time spent by an agent to the highest time spent in a particular status.
Sort descending	It will arrange the data from the highest time spent by an agent to the lowest time spent in a particular status.
Aggregate by Sum	By selecting this, you get the collective amount of time that agent has spent in a particular status.
Aggregate by Average	This will give the central/average value of the time spent by the agent in the status.
Aggregate by Minimum	This will give the value of the minimum amount of time spent by the agent in the particular status.
Aggregate by Max	This will give the value of the maximum amount of time spent by the agent in the particular status.
Aggregate by %	This will sort by taking the value of one user with all other users to calculate the time of status. For example: There are a total of 5 users and each user spent 1 hour in their respective current status. So by taking the value of one user against the remaining 4 users you would get the aggregate value in percentage ⅕ = 20%
Aggregate by % change	This will give you the aggregate value in % by taking up the status value of the current time range with the previous time range.
Aggregate by change	This is the same as above but it will give you the aggregate value in number and not in percentage.
Pivot Column	It means the primary column and all details in other columns will be dependent on the primary column.
Freeze Column	You can freeze the column to pin it in the same place and see it when you scroll.

Further admin can decide the governance of features that can be enabled for the supervisor. Apart from this supervisor can create quick filters and visual alerts with the help of color tagging settings. The detailed configuration steps are added here.