Case Analytics View in Sprinklr Mobile and Tablet Application
Updated
The Case Analytics View in the Sprinklr Mobile App gives supervisors and quality analysts immediate access to essential interaction insights directly from a mobile device, such as a phone or tablet. This flexibility is especially valuable when supervisors are away from their desks, walking the contact center floor, assisting agents in real time, or working remotely. Instead of returning to a desktop computer to review call timelines, sentiment, or performance metrics, they can quickly check case details, evaluate conversation quality, and identify coaching opportunities on the go. By making these analytics accessible from anywhere, the Case Analytics View helps teams take faster action, support agents more effectively, and maintain a higher standard of service throughout the day.
This article explores how to navigate different widgets in the Case Analytics View of the Sprinklr Mobile and Tablet Application for Quality Management and Conversational Analytics persona. It details the functionalities of the Call Conversation Timeline widget, the Case Analytics widget, and the AI Score Breakdown widget, helping supervisors assess interactions, track key metrics, and improve the overall quality of communication.
Access the Sprinklr Mobile Application and Open All Cases
Step 1: Launch the Sprinklr Mobile App
Open the Sprinklr mobile application on your device.
Step 2: Navigate to the All Cases Tab
Tap the All Cases (C) icon located in the bottom panel of the app.
All cases will be displayed in a card format.
Step 3: Open All Cases and View Details
To access the detailed view of a specific case, press and hold the case card.
An Options pop-up will appear at the bottom. Tap View.
The comprehensive view, including chats and call recordings for the case, will be displayed.
Quick Actions in the All Cases Tab
Search: Tap the search icon in the top-right corner to quickly locate any particular case.
Filter: Use pre-configured filters to refine cases according to your selected criteria.
Time Range: Choose a specific time frame to see only cases created or modified during that period.
Sort: Arrange cases by options such as Case Modified on, Message Creation Time, Message Count, and more.
Edit/Delete: Modify or remove case information directly from the case card.
Steps to Navigate to Different Widgets in the Case Analytics View on the Mobile App
Whenever you select the View action on any case card from the All Cases tab, you are directly taken to the Call Conversation Timeline widget.
You can toggle between various Case Analytics widgets using the top bar.
You can also apply Macro actions directly within the Case Analytics View on cases in the mobile and tablet applications. Go to any case and click the “macro” icon appearing on the top right corner of the screen. Select the required macro to run ( for example, "QMS:Track whether the scoring actually ran") and then click Apply macro.
Case Details Widget
The mobile app Case Analysis view allows you to access key Case Fields and Custom Fields directly within the Case Details widget.
Call Conversation Timeline Widget
On the Call Conversation Timeline widget, the line-by-line conversation, along with the call recording (if present), will be visible.
Various Functionalities/Actions on Call Conversation Timeline Widget
Filter: You can set filters according to Positive, Negative, and Neutral Sentiment. Depending on your selection, you will be taken to the corresponding proof message.
Expanded Transcript Player: By long-pressing on the existing recording and dragging it forward, the chat conversation will also shift accordingly.
Keyword Search: You can search for specific words or phrases within the Case Analysis view, enabling quick identification of important conversation moments. This feature supports Boolean queries and provides analysts with the same depth and efficiency in reviewing interactions as they experience on desktop.
Switcher Interaction: You have the option to toggle between the discussions of various agents engaged in a specific case.
Case Analytics Widget
The Case Analytics Widget allows you to view different metrics related to the case, including the summary, creation time, duration of interactions, sentiment, CSAT score, signal-to-noise ratio, speech rate, and more.
By clicking on any of the metrics, you can view a more detailed representation of it in a bar graph format.
By clicking on any of the bars, you can view a more detailed analysis of that specific item.
AI Score Breakdown Widget
The AI Score Breakdown widget found in the Case Analytics View provides supervisors with a thorough evaluation of interaction quality. It examines key performance indicators such as grammar, empathy, opening quality, and closing quality, delivering clear insights into potential areas for enhancement. By focusing on emotional connection and the effectiveness of communication, the widget allows supervisors to operate more efficiently and empowers agents to enhance the customer experience.
