Detailed Report Glossary

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(62)
RS
Case SLA Report

The Case SLA Report is used to find each action-level report on a Case. This allows you to report on each agent assignment, Queue Removal, and brand response. The following actions are recorded in this Report, and the duration of each action can be calculated from Case creation, customer activity, o

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AI Tracking Engine

The AI Tracking Engine Report for contact drivers aids in tracking success rates and failures of the AI model, testing configurations, simplifying debugging, and providing continuous monitoring of contact driver detection.When you create a new widget in a reporting dashboard using the Service Analyt

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Survey Summary Report

The Survey Summary Report shows the summary and status of the Survey sent to the customer associated with the Case, including whether the survey is filled out, in progress, or just opened. When you create a new widget in a reporting dashboard using the Survey Reports data source, the Survey Summary

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Omnichannel Case Summary Report

The Omnichannel Case Summary Report contains Metrics and Dimensions that provide information about Case-level data from the time a case is opened or created in the system until its status is closed. It details parameters such as first agent response time, time since Case creation, Case response time

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Guided Workflow Report

The Guided Workflow Report provides in-depth data on the Guided Workflows (GW) executed. When you create a new widget in a reporting dashboard using the Service Analytics data source, the Guided Workflow Report appears under the Guided Workflow Report Group in the Widget Builder when you select a me

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Detailed Report Glossary

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Comment Report

The Comment Report provides an overview of comments and notes added by agents on cases or digital threads. It details the content of each comment, the agent responsible, the timestamp, case information, and any other relevant mentions, offering valuable insights into the agent’s interactions and the

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Time Off Balance Report

The Time Off Balance Report tracks all updates to time-off balances at the agent level. It provides a detailed overview of time-off transactions for efficient management and enables users to track and analyze time-off balances. The report includes insights into timestamps, user activity, and policy

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Proactive Prompts Report

The Proactive Prompts Report provides key insights into user interactions with proactive prompts, capturing metrics like trigger count, engagement, completion, closure, and snooze actions. This report helps organizations assess user responses and refine engagement strategies by tracking intercept an

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Export MetaData Report

The Export MetaData Report shows detailed information about the Scheduled Exports that are run from the system. It provides details, including the type of export, export file, export URL, the date and time when it was triggered, the details of the agent who triggered it, and more. When you create a

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Voice Details Report

The Voice Details Report provides insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. This helps infer the number of active calls with respect to the state/stage of the call.When you create a new widget in a reporting dashboard using the Real T

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Detailed Report Glossary

Getting Started with Sprinklr Service

CXM - Entity Studio

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Gamification

Outbound Voice & Dialers

Case Management

Automation and Assignment

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Introduction to Reporting

External Shareable Link Generation

Widget Generation in Copilot

Exporting Data

Service Reporting Copilot

Report Glossary

Dashboard Configuration

Reporting Architecture

Compare Mode Feature

Consolidated Glossary

Schedule Export Use Cases

Custom Reporting and Filters

Troubleshoot Export Problems

Data Visualisations

Widget Configuration

Various Data Sources

Report and Report Groups

Setting up Alerts

Standard Dashboard

Voice Dashboards

Applying Filters

Widget Configuration

Standard Metrics

Custom Work Week Configuration

Creating Custom Metrics

Digital Dashboards

Reporting Preferences

Color Coding in Reporting Cells

Journey Level Reporting (IVR, Voice Bot, Chatbot)

Use Cases

Data Extracts

SLA Preset Configuration

Roles and Permissions

Setting Target Metrics

Agent Performance Masking

Metric Grouping

Hierarchical Reporting

Reporting in Persona

Accessibility

Reporting for Cases

Reporting Audit Logs

View Reporting Dashboards

Explore Options in Reporting Widgets

Filter the Reporting Dashboard

Change Reporting Widget Data Visualization

Common Errors in Reporting

Module Wise FAQs

Conversational AI

Sprinklr AI Agent

IVR

Knowledge Base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Agent Copilot

Service Agent Personas