Call controls

Articles

(15)
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Add Call

The "Add call" feature is used for conference calls, involving the customer, the primary agent who intially received the customer's call, and a secondary agent who was added to the call by the primary agent. All the three parties will be participating in the call. This feature is typically used to s

Knowledge Base Article

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Call controls

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Transfer Call

The ability to transfer calls to other agents is a fundamental and essential workflow in a contact center, enabling agents to effectively handle and respond to customer queries. Call transfers may occur for various reasons, including customer preferences, escalations, an agent's lack of expertise in

Knowledge Base Article

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Call controls

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IVR Transfer

This feature is used by agents to transfer calls to IVR systems in order to gather certain information at the IVR level as a part of the business process which the customer might have bypassed when called to the IVR initially. It is also used at the end of the conversation between agent and customer

Knowledge Base Article

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Call controls

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Talk to Expert

The Talk to Expert functionality enables agents to either transfer customer calls or establish conference calls with external subject matter experts. Although these experts are not Sprinklr users, they possess specialized knowledge of client products and can assist agents in resolving customer queri

Knowledge Base Article

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Call controls

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Handling of Calls Getting Transferred Outside Business Hours

You can stop agents from transferring calls to the queues that are outside of business hours. When calls are transferred to such queues, customers may have to wait for some time before ultimately dropping off. This can have a negative impact on both the Queue Service Level Agreement (SLA) and the cu

Knowledge Base Article

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Call controls

Getting Started with Sprinklr Service

CXM - Entity Studio

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

Outbound Settings

Getting Started

Data Collection

Introduction to Agent Console

What is Outbound Voice?

Campaign Management

Learn about unified agent desktop

Setting up Voice Application

Functionalities of Agent Console

Feature Offerings

Setting up Outbound Contact Centre

Overview of simplified Outbound Agent experience

Call controls

Dialers

Voice Admin Persona

Setting up Agent Persona

Agent Desktop Layout

Overview of simplified Outbound Supervisor experience

Reporting

Overview of simplified Outbound Admin experience

Setting up Supervisor Persona

Setting up Reporting

Unlock insights from Outbound Reports

Callbacks

Route conversation using Unified Routing

Effortless Post-Call Workflows with ACW

Nailed Up Connection

Validate Campaign Configurations

Other Campaign Use Cases

Advanced Concepts and FAQs

High Level architecture of Outbound

Voice Recordings

Case Management

Automation and Assignment

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Conversational AI

Sprinklr AI Agent

IVR

Knowledge Base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas