Skill Monitoring can be configured within Supervisor Console to provide supervisors with real‑time visibility into skill performance, agent utilization, staffing levels, and overall queue health. Once enabled, supervisors can monitor how skills are distributed across agents, identify overloaded or underutilized skills, and make informed staffing or training decisions.

Configuration and enablement of this feature is managed through the Persona App Manager in Sprinklr.

Enablement

• New Customers: If you are setting up Supervisor Console for the first time, Skill Monitoring is available by default. No additional configuration is required beyond the standard Supervisor Console setup.

• Existing Customers: If Supervisor Console is already enabled in your environment, contact Sprinklr Support at tickets@sprinklr.com to have Skill Monitoring enabled.

Prerequisites

• Supervisor Console must be enabled in the environment.

• Grouped Queue Monitoring must be available.

• A Standard Record Manager for Skill Monitoring must exist (predefined by the system).

Steps to Configure Skill Monitoring

1. Click the New Page (+) icon to open Launchpad.

2. Open All Settings from the Launchpad.

   

3. Under Miscellaneous, select Persona App Manager.

   

4. In Persona App Manager, locate the desired persona app and open it for editing.

   

5. Click Grouped Queues to open its Configurator pane.

   

6. In Record Managers, select the Skill Monitoring record manager.

   

7. Click Update in the Configurator pane.

8. Click Publish to make the changes available to users.

Next Steps

See Using Skill Monitoring