Customize Agents Dashboard Using Record Manager
Updated
The Agent Monitoring screen provides supervisors with a clear view of their team’s status and activity. You can configure and manage this dashboard through the Record Manager screen in Supervisor Settings.
Record Manager allows you to customize the Agents dashboard to match specific monitoring requirements. Administrators can design a custom record page, define the information displayed, configure actions available to supervisors, and control access to the page. This enables organizations to monitor agent activity more effectively by showing only the relevant data and controls needed for supervision.
Note: This feature is currently in Limited Availability. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Record Manager Key Features
On the Record Manager, you can do the following:
Define grouping levels: Set the hierarchy or levels (for example, by department, then by user) to organize work queues.
Select metrics columns: Choose the specific performance indicators to display for each work queue.
Configure row-level actions: Customize actions accessible through the three-dots menu on each row.
Set header-level actions: Define global actions available at the top of the dashboard.
Apply filters: Configure upfront, default, or locked filters to streamline data views.
Add global actions: Include quick-access actions for common tasks.
Translating labels: Provide multilingual support by adding translations for fields and label names.
Edit JSON: Fine-tune the configuration by directly modifying the underlying JSON structure.
Permissions
To access Supervisor Settings > Record Managers, you must have the Supervisor Settings permission.
.png)
To check your permissions:
Click your user profile in the top-right corner of the Sprinklr platform.
Go to the Permissions tab and search for Supervisor Settings.
Access Record Managers
To access the Record Managers screen, follow these steps:
1. Open the Supervisor Console persona app from Launchpad.
2. In the left navigation pane, click More > Settings.
3. In Settings, search Supervisor Settings and open it.
4. Hover over the User row, and click View.
The Record Managers screen will open.
Create an Agent Monitoring Record Page
To create a Agent Monitoring record page, follow these steps:
On the Record Managers screen, click Create Record Manager.
The Record Page Creation screen appears with three configuration tabs:
Details
Fields
Actions
Details Tab
In the Details tab, enter the basic details of the record page.
Field | Description |
Record Manager Name | Enter a name for the record page. |
API Reference ID | Keep the auto-generated value. This is the unique identifier for this record page. It is used to enable the record page in the persona apps. |
Columns Configuration Tab
In the Columns tab, you define the levels and dimensions based on which you want to group the queues. You can define row-level actions.
Field | Description |
Row-level actions | You can configure the row-level actions that appear when the user hovers over the Options icon alongside the queue name. In the left drop-down, select the action, and in the right drop-down, enter the button text and select the icon. Actions that you can configure are:
|
Actions Tab
In the Actions tab, you can configure the global actions that are visible upfront in the header of your record page.
Header Actions
Action | Description |
Search | Find specific cases or information by entering keywords or case IDs. |
Column Manager | Show or hide columns to focus on relevant case details. |
Refresh | Reload the dashboard to display the most current case data and status updates. |
Once you’ve completed all customizations, you can use the options at the bottom of the screen to proceed:
Preview: Shows the preview of the record page before saving your changes.
Edit JSON: The UI automatically generates a corresponding JSON configuration. You can manually edit this JSON to meet specific requirements.
Cancel: Discards all changes and closes the record page.
Save and Translations: Saves your changes and allows you to add additional languages or edit translations.
Save: Saves all changes made to the record.
After saving, the record page is created, and you’ll be redirected to the Record Managers page.
Activate Agent Monitoring Record Page
To make a record page accessible, you must activate it. Activation is the process of publishing the record page, so it becomes accessible in the selected persona apps, workspaces, and to specific users, roles, or user groups. Until a page is activated, it remains in a draft or inactive state.
Note: Activating a record page does not automatically enable it for the selected entity (such as persona apps, users, roles, or user groups). It must be enabled using the API Reference ID.
To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
To activate a record page, follow these steps:
1. On the Record Managers page, find the page you want to activate.
2. Click the toggle switch next to the page name to initiate the activation process.
3. In the Grants dropdown, select the users, user groups, roles, persona apps, or workspaces that should have access to the page.
4. (Optional) Enable Global Default to make this the default record page for all users across the system.
5. Click Activate & Publish to finalize and activate the configuration.
The record page has been successfully activated. This record page will now be accessible to the users, roles, or user groups you’ve shared it with for editing.
Enable Record Page in a Persona App
To enable this record page in your Supervisor Console persona app, contact Sprinklr Support at tickets@sprinklr.com.