CTI Home Screen Reporting Metrics
Updated
The CTI home screen supports displaying reporting widgets directly within the interface. This enhancement allows agents to view key metrics and insights immediately upon landing on the CTI home screen, without navigating to a separate dashboard.
Metrics such as case count, number of connected calls, and other values configured in the Persona App can be displayed as Counter widgets. This reduces reliance on external reporting tools and provides agents with a clear overview of call activity at a glance.
Configure Reporting Metrics for CTI Home Screen (For Admins)
To configure reporting metrics for the CTI home screen, follow these high‑level steps:
Create Reporting Widgets in Care Reporting
Configure Widgets in Persona App Manager
Step 1: Create Widgets for Home Page
Prerequisites:
Ensure that you have Reporting permissions: Widget Editor / Dashboard → Create permission.
Create a Counter widget in Reporting:
1. Click New Page (+) icon to open the Launchpad.
2. Under the Sprinklr Service tab, go to Analyze > Care Reporting.
3. Open the reporting dashboard where you want to create the widget.
4. Click + Add Widget to open Widget Builder.
5. Fill the basic widget details:
Widget Name
Description
Data Source
Choose visualization
6. Select counter metrics such as Attempted calls, Connected call, Received calls.
Note: Ensure the list contains only counter widgets. Keep the configured list to ≤ 6 widgets.
7. Click Add to Dashboard.
Step 2: Add Reporting Widget to Home Page
Follow these steps to add widget IDs in the Home Page:
1. Access Persona App Manager.
Accessing the Persona App Manager may vary depending on whether the classic or new All Settings page is enabled for your environment.
Classic All Settings
New All Settings
2. Search for and open the persona app you want to edit.
3. Add Home as a menu item by clicking the Add (+) icon in the top-bar menu.
4. Click Home. In the configuration pane, click Customize Home Page to open the Record Page Editor.
5. In the Record Page editor, hover over an existing widget to reveal Add Widget Above or Add Widget Below buttons.
6. Click Add Widget Above or Add Widget Below, depending on where you want to add the reporting widget.
The Widget Library opens in the left pane.
7. In the Widget Library, search for and select Reporting Widget.
8. In the Dashboard dropdown, select the dashboard that contains the reporting widget.
9. In Widget dropdown, select the widget you created.
10. Edit the title if required.
The reporting widget is now added to the Home page.
11. Click Save and Publish to make the updated Home page live for agents.
Once published, these reporting metrics will be mirrored on the CTI Home screen
Agent View in the CTI Widget (For CTI Agents)
After the Persona Home page is configured, agents need to:
Log in to the CTI iframe in the CRM.
Navigate to CTI Home.
On the CTI Home page, agents will see counter metrics displayed, providing visibility into their activity.
