​

An Admin is responsible for overseeing and managing the platform's configuration, settings, and overall operations. The admin acts as the primary point of control and administration within the platform, ensuring its smooth functioning and effective utilization for voice-related activities. 

​

Here are the key aspects of an admin's role in voice management platforms: 

​

System Configuration:  

Admins configure and set up the voice management platform according to the organization's requirements. They establish system-wide settings, and integrations with telephony systems or CRM platforms, and define user roles and permissions. 

​

Campaign Management: 

Admins manage the setup, configuration, and monitoring of voice campaigns within the platform. They create and define campaign parameters, such as targeting criteria, dialling rules, and reporting requirements. 

​

Agent and Queue Management:  

Admins handle the administration of agents and queues within Sprinklr. They assign agents to specific queues, define agent skills and availability, and monitor agent performance and productivity. Admins also manage queue settings, such as routing strategies, priority levels, and service level agreements (SLAs).  

​

Call Routing and IVR Configuration:  

Admins configure call routing strategies and Interactive Voice Response (IVR) systems within the platform. They define call flows, IVR menus, and routing rules to ensure efficient call handling, appropriate call routing, and optimal customer experiences.  

​

Reporting and Analytics:  

Admins utilize the reporting and analytics capabilities of the voice management platform to generate insights and track campaign performance. They monitor key metrics, analyse data, and generate reports to evaluate campaign effectiveness, agent productivity, and customer interactions. 

​

Training and User Support:  

Admins provide training, guidance, and support to users of the voice management platform. They create user documentation, conduct training sessions, and offer assistance to ensure users understand the platform's features and functionalities.